Customer Support Representative (Remote, Project Based)

About Frontier

Frontier is a subsidiary of Fresh Prints

. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it

Frontier.

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through video assessment, written assessments and interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application!

😊

About the Role

We’re looking for Customer Support Representatives to provide Tier 1 customer support to Parkade users during US hours.

You’ll primarily handle customer inquiries through email, helping users troubleshoot issues, complete actions they are unable to perform themselves, and providing administrative support when needed.

This is a high-volume support environment, so we’re looking for someone who can communicate clearly, prioritize effectively, work independently, and consistently provide a strong customer experience.

IMPORTANT NOTE:

This is a project-based role expected to run for approximately 1 year, from September 2026 through September 2027.

What You’ll Do

• Respond to incoming customer support emails during US hours
• Provide Tier 1 support to Parkade users
• Troubleshoot straightforward customer and application issues
• Identify issues, gather relevant information, and determine the appropriate resolution
• Assist users with actions they are unable to complete themselves
• Handle routine administrative requests
• Manage a high volume of customer inquiries while maintaining accuracy and quality
• Prioritize requests based on urgency and customer impact
• Follow established processes and guidelines
• Document customer interactions and resolutions accurately
• Follow up on unresolved issues
• Escalate complex or high-priority issues when appropriate
• Work independently while knowing when to seek additional support
• Provide a positive and helpful customer experience through every interaction

What We’re Looking For

• Previous experience in customer support, customer service, help desk, or a similar role
• Strong written and verbal English communication skills
• Strong active listening, critical thinking, and problem-solving skills
• Comfortable troubleshooting software, application, or user-related issues
• Ability to manage high-volume customer inquiries without sacrificing quality
• Ability to multitask, prioritize, and manage time effectively
• Strong attention to detail and accuracy
• Able to follow established processes while exercising good judgment
• Comfortable working independently with limited supervision
• Comfortable learning and navigating new software and support tools
• Reliable and consistent
• Nice to Have
• Experience supporting SaaS or mobile/web applications
• Experience with ticketing or CRM platforms such as Zendesk, Intercom, or similar tools
• Previous experience in a Tier 1 support environment
• Experience handling high-volume email support
• Experience troubleshooting or reproducing software/application issues
• Schedule & Coverage
• Work US hours, including overnight shifts
• 11PM to 8AM (PST)
• Schedules will be staggered across the team to cover the full week
• Weekend availability is required
• Your specific schedule and days off will depend on the team’s coverage needs