Customer Service Representative

About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. A few years ago Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies.

About the client

Nickel (www.getnickel.com/) is a fast-growing fintech platform revolutionizing payment solutions for small businesses. We’re committed to providing top-notch support to our users, making their experience seamless and impactful. Join our lean, agile team, where every team member has a vital role in delivering excellence.

Responsibilities

• Manage inbound customer questions and support tickets via email, chat, and phone, ensuring quick and effective responses to each query.
• Guide new customers through the onboarding process, providing tailored assistance to help them get started and maximize their experience with Nickel.
• Own and maintain the Nickel Help Center.
• Regularly update user guides, create new resources, and identify and address common questions/issues to ensure our support content is accurate, comprehensive, and accessible.
• Monitor support interactions to identify frequently asked questions or recurring issues, and proactively develop Help Center articles to address these.
• Track and report on key customer support metrics, such as response time, resolution rate, and customer satisfaction, using data to inform improvements and drive a high standard of service.

What We’re Looking For

• Proven experience in a customer service or client support role, ideally in fintech, payments, or with small businesses.
• Strong written communication is critical, as 95% of this role involves writing.
• Can identify gaps, execute solutions independently, and improve processes for the team and our users.
• Problem-solving abilities, with a proactive approach to customer needs.
• Comfortable using CRM tools and customer support software is a plus.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Flexibility to work shifts, including evenings or weekends if required.
• Can identify gaps, execute solutions independently, and improve processes for the team and our users.
• Comfortable working in the US shift.

Benefits:

• Work with an innovative, fast-growing company transforming the real estate experience.
• Collaborative team culture and opportunities for growth.
• Competitive compensation package and benefits.