Customer Support Specialist, Front
Offers Equity
More information about location
Shared customer communication hub
Job no longer available
Shared customer communication hub
201-500 employees
Job no longer available
Offers Equity
More information about location
201-500 employees
Company mission
To make work happier by powering better relationships at scale.
Role
Who you are
- Highly motivated self‑starter who enjoys being in the queue and “crushing” volume without sacrificing quality
- 2+ years of proven customer service experience, ideally in SaaS or tech startups
- Tech savvy and hungry to keep learning; able to explain complex issues simply
- Excellent written and verbal communication in English; French is a bonus
- Ability to identify customer needs and implement solutions; experience with Front is a plus
- Comfortable working EMEA hours and participating in periodic on‑call rotations
What the job involves
- Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. We combine the efficiency of a help desk with the familiarity of email so teams can centralize messages, route them to the right person, and unlock visibility and insights across all of their customer operations
- We’re looking for a Customer Support Specialist to play an essential role in creating the customer experience for our EMEA customers. You’ll be the voice of Front, handling all types of customer inquiries with empathy and precision, and partnering with Product and Engineering to make the product better
- Ensure the success of Front customers by delivering timely, effective assistance during EMEA hours
- Work the day‑to‑day support queues across email and live chat with a focus on resolution quality and speed
- Become an expert on Front’s product, features, and common workflows
- Debug and test product features, file clear bug reports, and collaborate with Product and Engineering
- Identify recurring customer challenges and propose improvements to macros, help center content, and processes
Our take
When a business receives an email from a customer it can set off a chain of forwarded emails across the company, an inefficient process where information (and sales!) can easily get lost. Front exists to change this, consolidating all customer communications into a single shared inbox which can be accessed by teams of any size and completely eliminates the need for internal emails.
With more companies moving to remote working and eCommerce becoming the predominant form of conducting business, Front's product has been enthusiastically received by over 8,000 companies, including Mailchimp, Shopitfy and Convoy. However it is by no means alone in this space, with huge competitors such as Google and Microsoft providing communications solutions and other internal communications tools such as Slack gaining traction. Front may have an edge here though: its unified solution also provides automated workflows, ticketing and analytical tools that are either absent or less well integrated in competing offerings.
In 2022, Front raised investments in a Series D round and achieved unicorn status with a valuation of over $1 billion. It is moving to futher develop its product and increase its market share, hiring on new talent ahead of a possible IPO in the near future. Definitely watch this space!
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$65m
SERIES D
Jan 2020
$59m
SERIES C
Total funding: $203.5m
Company benefits
- Flexible PTO
- 401(K) plan
- Parental Leave
- Volunteer time off
- Commuter benefits
- Wellness benefits
- Work from home opportunities
- Health insurance
- Equity
- Mental health support
- Family planning support
Company HQ
SoMa, San Francisco, CA
Leadership
Laurent Perrin
(CTO)Former Hacker in Residence at eFounders. Former Technical Architect at FaberNovel and CTO at Radioline. MSc in Computer Science at Ecole Polytechnique.
Mathilde Collin
(CEO)Former Project Manager at Concord with MA in Entrepreneurship at HEC Paris.
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