Customer Support Representative at Front (Remote)

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Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM. More than 6,500 businesses use Front to work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch. The result is premier, personalized service that scales with your business — and a team that works together as one. 

With $138M in funding, Front is backed by Sequoia Capital, and other leading venture capital firms, as well as independent investors including top executives of Atlassian, Okta, Qualtrics, and Zoom. Front was recently named to Forbes Best Startup Employers 2022 List, Inc. Magazine's 2022 Best Workplaces list, and Y Combinator's list of Top Companies in 2022. We have also been recognized on Wealthfront’s Career-Launching Companies in 2021.

We’re looking for a Customer Support Representative to play an essential role in creating the customer experience. You will be the voice of Front, responsible for all customer inquiries, and for keeping our customers happy.

Remote will be considered depending on the candidate’s location. This role will be required to work PST hours.

What will you be doing?

  • Ensure 100% success of all of our Front customers 
  • Become an expert on how Front works and its day-to-day usage, helping our customers understand the features and all of the benefits pertaining to their specific needs 
  • Respond to customer support inquiries and monitor the incoming conversations in all of our support channels (email, chat, calls).
  • Take part in the“on-call” rotation for urgent customer requests
  • Develop, write and maintain the Support team’s content library, including help center articles, internal guides, and training materials.
  • Debugging and testing product features and reporting them to product and engineering
  • Identify common customer challenges and proactively find ways to improve our product and processes 

What skills and experience do you need?

  • A highly motivated self starter who is ready to dig in, hustle, and crush the queues.
  • 2 years minimum proven track record of great customer service experience (bonus points for SaaS/tech startup customer support experience) 
  • Experience writing complex and technical material with a customer-facing lens
  • Tech savvy and hungry to improve technical skills
  • Ability to identify customer needs and successfully implement solutions fast
  • Excellent verbal & written communication – you can explain complex issues in simple terms and adapt your tone for different users 
  • Humble and friendly person who genuinely loves helping people and solving problems
  • Fluent in English (+ French is a bonus)
  • Experience with using Front is a huge plus!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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Technology we use

  • Sales & Marketing
    • SalesforceCRM
    • Front, of course! Email

An Insider's view of Front

How would you describe the company’s work-life balance?

Honestly, amazing. A new program we rolled out is "Flexible Fridays", which is a dedicated day where all Fronteers can focus on their work, projects, or just overall well-being with no internal meetings. We're unreachable from any distractions so can be really heads down on our work, or take the day to spend time with family & recharge.



How do you collaborate with other teams in the company?

When starting at a company, onboarding could seem challenging, especially during a pandemic. However, onboarding at Front was seamless. The teams that I would collaborate with were willing to dive in and help me get up to speed. Everyone from leadership to cross-functional partners provided a support system equivalent to a close-knit family.


Mid Market Account Manager

What makes someone successful on your team?

The curiosity to learn, the grit to overcome, and the belief in themselves and those around them! Our team is constantly knowledge-sharing, which allows everyone to learn from one another and put new ideas to the test.


Manager, Sales Development

How do you collaborate with other teams in the company?

As an SE, we sit at the intersection of many different functions here at Front - partnering with AEs on deals, supporting marketing with content for new campaigns, and even relaying feedback to product while collaborating on what the future roadmap will look like.


Solutions Engineer

What are Front Perks + Benefits

Front Benefits Overview

• Competitive compensation

• Healthcare - we take care of your premiums for medical, dental and vision

• Unlimited PTO - take time to recharge so you can bring your best self to work!

• Unreachable Days - a dedicated focus day where employees can focus on their work, projects, and overall well-being with no expectations to respond to emails, messages, etc. and are essentially unreachable from distractions

• Wellness Days - supplemental days during months that don't already have a holiday or 3-day weekend dedicated to relaxing, recharging, and taking care of yourself

• 401k - invest in your future by saving for retirement

• Volunteer time off - take time to give back to our communities

• Commuter benefits - flexible options to make getting to work a little easier

• Wellness benefits - we help you prioritize your physical and mental wellness

• Flexible Spending Account (FSA) for medical and dependent care

• WFH Stipend - reimburse up to $500 to improve your work-from-home setup

• Monthly Lifestyle Stipend - receive a $100 flexible stipend to spend how you see fit (gym expenses, health and wellness, or education – anything you want that will improve your quality of life!)

• Parental leave - paid time off for birthing and non-birthing parents

• Maven - support and care on your path to and through parenthood

• Modern Health - comprehensive mental health care

• Journey Meditation - live guided meditation sessions with a guide

Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Female-founded and led with 75% women in executive leadership – including CEO, CRO and CFO.
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
• OutFront (LGBTQIA) • Front Ladies Circle (Women) • Front Parents (Parents) • FrontAsia (Asian Fronteers) • Womxn in Tech (Women in tech roles) • Black at Front (African-American)
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Front's dental plan covers 100% for Employees, 50% for Dependents
Vision Benefits
Front's vision plan covers 100% for Employees, 50% for Dependents
Health Insurance Benefits
Front's medical plan covers 100% for Employees, 50% for Dependents.
Life Insurance
Wellness Programs
$100 per month to spend how you see fit – gym expenses, health and wellness, or education.
Mental Health Benefits
Comprehensive mental health care. With Modern Health, you’ll have access to 8 therapy sessions and 8 coaching sessions per year + unlimited texting with your coach, and digital content all in MH app
Retirement & Stock Options Benefits
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Promote from within

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