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Heard · 11 hours ago

Frontline Support Specialist (Contract Position)

United States

Contract

Remote

New Grad, Entry Level

$24/hr - $27/hr

Heard is an all-in-one financial solution for therapists, and they are seeking a Frontline Support Specialist to join their Customer Experience team. The role involves being the first point of contact for customer inquiries, resolving issues, and routing complex matters to appropriate teams during the tax season.

AccountingFinanceFinancial ServicesHealth CareSoftwareWellness

Responsibilities

Provide phone support as primary communication channel, responding to inbound customer inquiries with professionalism and empathy

Respond to customer inquiries across multiple channels including email, chat, and social media

Resolve customer issues or escalate to Technical Support, Accounting Support, Customer Success, and other departments as needed

Develop working knowledge of bookkeeping, tax, and payroll processes to address customer questions accurately

Contribute to documentation, training materials, and process improvements

Qualification

Customer support experienceCommunication skillsBookkeeping knowledgeTicketing platformsProblem-solving skills

Required

Strong verbal and written communication skills

Experience providing phone-based customer support

Experience with ticketing and customer engagement platforms (Zendesk, Salesforce Service Cloud, Help Scout, or similar)

Proven customer service experience, preferably in a B2B SaaS environment

Excellent written and verbal communication skills

Experience and comfort engaging with customers across all communication channels

Natural problem-solver with a customer-first mindset

Must be located in the United States

Company

Heard

Heard is the only financial management software built for therapists that enables you to manage your bookkeeping, taxes, and payroll—all in one place.

Founded in 2019