Customer Support Representative (Remote, Project Based)

Candidates typically face a three‑stage process: a short video intro, an online aptitude/behavioral test, and a final interview with the hiring manager followed by HR. The difficulty is moderate; focus on clear communication, problem‑solving examples, and familiarity with SaaS support tools. Practicing situational questions and showcasing customer‑centric stories helps stand out.

Frontier is a fast‑growing talent‑partner subsidiary of Fresh Prints, a New York‑based company that has built a strong remote presence across India and the Philippines. Fresh Prints started as a design‑to‑door service and later expanded into talent acquisition, creating Frontier to focus exclusively on building cross‑functional, full‑time teams for high‑growth tech firms. In just three years Frontier has helped dozens of startups scale, never losing a client, and is now looking for energetic individuals to join its own support team. The company prides itself on a culture of ownership, continuous learning, and a supportive remote‑first environment where employees are treated like internal consultants for client success.

Bachelor’s degree in any discipline (Arts, Science, Commerce, Engineering, etc.) with a minimum of 60% aggregate (or CGPA 6.0/10). Must belong to the 2024‑2026 graduating batch. No active backlogs at the time of application. Strong command of written and spoken English is mandatory. Prior experience in customer support, help‑desk, or SaaS environments is preferred but not mandatory.

Round 1: Video introduction assessment → Round 2: Written aptitude & situational judgment test → Round 3: Live interview with hiring manager and HR → Final HR discussion for offer

Frontier is a fast‑growing talent‑partner subsidiary of Fresh Prints, a New York‑based company that has built a strong remote presence across India and the Philippines. Fresh Prints started as a design‑to‑door service and later expanded into talent acquisition, creating Frontier to focus exclusively on building cross‑functional, full‑time teams for high‑growth tech firms. In just three years Frontier has helped dozens of startups scale, never losing a client, and is now looking for energetic individuals to join its own support team. The company prides itself on a culture of ownership, continuous learning, and a supportive remote‑first environment where employees are treated like internal consultants for client success. The Customer Support Representative role is a project‑based position (September 2026 – September 2027) that will serve Parkade users in the United States. You will work the US night shift (11 PM – 8 AM PST) and handle a high volume of email inquiries, providing Tier 1 assistance, troubleshooting simple application issues, and performing routine administrative tasks. The role demands clear written communication, the ability to prioritize under pressure, and a commitment to delivering a consistently positive customer experience. Key responsibilities include: 1. Respond to inbound support emails during US hours. 2. Deliver Tier 1 troubleshooting for Parkade’s web and mobile platforms. 3. Gather relevant information, reproduce issues, and propose resolutions. 4. Assist users with actions they cannot complete themselves (e.g., account updates, payment issues). 5. Manage routine administrative requests such as data corrections and report generation. 6. Prioritize tickets based on urgency and impact, ensuring SLA compliance. 7. Document all interactions accurately in the ticketing system. 8. Follow up on unresolved cases and close tickets with clear resolution notes. 9. Escalate complex or high‑priority issues to senior support or engineering teams. 10. Continuously improve knowledge base articles and share best practices with the team. While the role does not require deep technical expertise, familiarity with SaaS products, ticketing platforms (Zendesk, Intercom), and basic troubleshooting of web applications will accelerate your performance. Growth opportunities include moving into Tier 2/3 support, QA, or client‑facing account management roles within Frontier or its client ecosystem. Joining Frontier offers a fully remote setup, professional development programs, and the chance to work on a product that directly impacts end‑users in a high‑growth market. If you thrive in a fast‑paced, independent environment and enjoy helping customers solve problems, this position provides a meaningful, ownership‑driven experience.