[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Frontera is reimagining how children with autism and other behavioral health needs get the care they deserve. We are seeking a detail-oriented Customer Support Specialist to provide Tier 1 customer support, ensuring users have a positive experience with our product.
Responsibilities
- Serve as the first point of contact for customer support inquiries
- Resolve Tier 1 support issues by answering product questions, addressing common user errors, and guiding users through workflows
- Identify when issues need to be escalated and route them appropriately to Product or Engineering
- Provide clear, timely, and empathetic communication to customers
- Track and document support requests, patterns, and resolutions using a ticketing system
- Maintain a high standard of customer experience and professionalism
- Contribute feedback on recurring customer questions or friction points to help improve documentation and product experience
- Support internal teams with basic product questions as needed
Skills
- 1–3 years of relevant experience in customer support, customer service, or a customer-facing role
- Previous experience using a ticketing platform (e.g., Zendesk, Freshdesk, HubSpot, or similar)
- Strong customer service mindset with excellent written and verbal communication skills
- Ability to explain concepts clearly and patiently to non-technical users
- Organized and detail-oriented with the ability to manage multiple support requests
- Comfortable learning new tools and product workflows
- Ability to follow established processes while delivering a high-quality customer experience
- Positive attitude and strong sense of ownership over customer outcomes
- Experience supporting software or technology products
- Experience in healthcare, health tech, or a regulated environment
Benefits
- Stock options
- Health benefits
- 401(k) plan
- 4 weeks of PTO per year
Company Overview