Customer Support Specialist

Job Summary

We are seeking a detail-oriented Customer Support Specialist to join our growing team. This role will focus on providing Tier 1 customer support, answering questions, resolving common issues, and ensuring users have a positive, seamless experience with our product.

This is a support-first role, ideal for someone who enjoys helping customers, communicating clearly, and following defined processes. The Support Specialist will develop a strong understanding of the product but will not be responsible for advanced technical troubleshooting or engineering-level work.

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
  
  

Qualifications

• 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
  
  

Preferred Qualifications

• Experience supporting software or technology products
  
  
• Experience in healthcare, health tech, or a regulated environment
  
  

Why This Role Matters
The Customer Support Specialist plays a critical role in how customers experience Frontera every day. By being the first point of contact for questions and issues, you help ensure families, clinicians, and partners feel supported, heard, and confident using our platform. Your work directly impacts customer trust, retention, and our ability to scale access to high-quality behavioral healthcare. This is an opportunity to make a meaningful difference by turning everyday support interactions into positive, lasting experiences.