Support Operations Specialist

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 a couple of internal 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 an extremely proactive Customer Operations Specialist to join our global CX and support organization. This role is built for an experienced operator who will support in streamlining operational processes, supporting escalated customer issues across multiple channels and optimizing the tools and systems our CX team uses every day. 

This is a hands-on execution role for someone who understands how modern support organizations run and takes initiative to identify issues, propose solutions and implement improvements.

You will work closely with the Director of Customer Experience and success in this role looks like an ability to operate autonomously, move work forward and keep systems clean, consistent and scalable as the business grows.

The ideal candidate is a systems-thinker with strong operational instincts, hands-on helpdesk experience and the ability to support with tactical execution while understanding strategic initiatives.

Key Responsibilities

Customer Support Operations

• Support escalated customer cases across all channels, including:
• Email, SMS, chat, social media
• Trustpilot reviews
• BBB reviews and complaints
• Amazon reviews
• TikTok reviews
• Walmart reviews
• Draft and publish responses aligned with internal guidelines, escalating for approval only when required.
• Identify recurring escalation themes and surface patterns.

Helpdesk & System Management

• Audit, optimize and maintain business rules and workflows in the helpdesk platform (Kustomer).
• Regularly review, optimize and test automation, shortcuts, tags and saved replies to improve efficiency and consistency.
• Identify broken, unused, or duplicative processes and clean them up with oversight. 

Knowledge Base & SOP Management

• Maintain and update internal and external knowledge bases to reflect current processes.
• Create, refine and ensure standard operating procedures (SOPs) are documented clearly and kept current.
• Identify documentation gaps and close them independently.

Quality Control & Reporting

• Assist with weekly QC reviews and support report creation and distribution.
• Help with monitoring SLA performance and identifying areas for improvement.

Workforce Management Support

• Partner with WFM lead to support scheduling, forecasting and workload balance.
• Aid in developing channel-level staffing schedules and capacity plans.

Special Projects

• Support operational projects such as fraud and reseller monitoring and mitigation.
• Work with stakeholders to implement enhancements that improve team performance and customer satisfaction.

Required Qualifications

• Helpdesk Platform Experience: Strong hands-on experience with helpdesk systems such as Kustomer, Gorgias, Zendesk, or similar.
• Shopify/E-commerce Knowledge: Experience working within Shopify and related support ecosystems.
• Escalation & Operations Experience: Proven ability managing escalated customer situations and complex workflows.
• Operational Mindset: Ability to audit systems, identify bottlenecks and implement improvements independently.
• Communication Skills: Excellent written and verbal communication, with the ability to document processes clearly.
• Team Collaboration: Experience working with cross-functional partners within the CX organization to implement changes.

Preferred (Nice-to-Have)

• Workforce Management (WFM): Familiarity with WFM tools and scheduling practices.
• AI / Automation: Experience with AI-based support tools, automation testing or machine-learning implementations in support workflows.
• Fraud & Reseller Management: Experience monitoring and mitigating fraud or abuse across ecommerce platforms.
• Data / Reporting Skills: Comfort with reporting tools, spreadsheets and performance dashboards.

Core Soft Skills and Working Style

Success in this role requires strong personal accountability and the ability to move work forward without waiting for instructions or approval at every step.We are looking for a true self starter who is confident in owning outcomes and keeping work moving.

The ideal candidate:

• Is extremely proactive and notices problems before they are assigned
• Takes initiative to identify, prioritize, and execute work independently
• Manages their own workload effectively without needing reminders or frequent check ins
• Follows through consistently and closes loops without prompting
• Communicates progress clearly and flags risks early
• Is comfortable making informed decisions within defined guardrails

What Success Looks Like

First 30 Days

• Complete a full audit of helpdesk workflows and document findings
• Identify SOP and knowledge base gaps

First 60 Days

• Execute workflow and automation improvements
• Update and organize SOPs and knowledge resources

First 90 Days

• Cleaner, more efficient helpdesk operations
• CX leadership spending less time on operational firefighting