[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

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