Customer Success Specialist

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.

If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting 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 Client:

Tsunami Express is a Car Wash platform business focused on building and buying brands in one of retail’s fastest-growing spaces: express car washes. Our mission is to disrupt this $14bn industry by using technology to drive growth and expanding our network of data-enabled washes. Service and performance sit at the core of all that we do, and we believe this will help us capture and maintain long-term relationships with customers. We have doubled our car wash count over the last year and are on the path to more than triple that again over the next few years. 

We're a forward-thinking company where innovation meets customer care, and we're looking for passionate individuals to join our growing team.

Role Overview:

As a Customer Success Specialist at Tsunami Express, you'll be on the front lines, helping our customers navigate their memberships, manage accounts, answer their general inquiries, and ensuring they leave each interaction feeling valued and understood. As we build this new team, you’ll be instrumental in helping us create and build the foundation for an amazing customer experience.

Key Responsibilities:

• Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback.
• Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting to document and improve processes that already exist. 
• Work cross functionally with operations and growth team members to resolve customer questions and issues.
• Collaborate with the support team to identify patterns of customer pain points, refine support processes and improve the customer experience.
• Assist with account updates, data management, and the analysis of customer support trends.
• Document and track key learnings, ongoing issues, and share insights with other teams for visibility.
• Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more.

What We're Looking For:

• Customer Empathy: You are an exceptional listener, in order to understand and respond to customer needs. You have a genuine desire to help others and resolve their issues.
• Communication Skills: Top-notch written and spoken communication abilities.
• Ownership and Dependability: A strong sense of responsibility and the ability to deliver consistent, reliable results.
• Team Player: You are highly collaborative and thoughtful in your approaches, whether you’re working with your own team or cross-functionally. You build trust easily with colleagues.
• Adaptability and Curiosity: Comfortable with ambiguity and eager to embrace new challenges. You aren’t afraid to get creative to help solve a new problem. You’re able to learn new tools with ease.
• Growth Mindset: An eagerness to learn and grow within a fast-paced, evolving environment. This role is the first of its kind at Tsunami Express, and you will have the opportunity to help us build our support organization!

Additional Details:

• You will be working 5 days a week including one weekend day, but will have 2-days off in a row. 
• Working hours will be 9am - 6pm CT and is subject to change due to business needs.
• Location - Philippines (Remote)

Compensation & Benefits

• $650 per month
• A robust vacation and PTO schedule