Customer Support & Operations Lead

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 Mura

Mura is an early stage startup building AI billing technology for commercial field service providers. Commercial HVAC, plumbing, and electrical companies currently manage their billing out of offline PDFs, spreadsheets, email, and third-party portals. Mura streamlines the process so that companies get paid faster and can scale their businesses with lean back office teams.

Mura has automated over 100,000 invoices in the past few months for its early adopter customers - including the largest PE-backed operator in the space. The field service software market is a $170B+ opportunity, and we’re building the category-defining company.

Mura’s co-founders previously started LeafLink, a b2b cannabis marketplace that was backed by investors including Founders Fund, Lerer Hippeau, and Thrive Capital. LeafLink now moves 80% of the wholesale cannabis orders in the U.S. ($20B+). The team at Mura deeply understands b2b orders, and is excited to dive into a similar problem in commercial field service.

The Role: Customer Support & Operations Lead

As our first support hire, you will play a pivotal role in building our customer support motion at Mura. Your goal will be to not only provide timely, substantive responses to our users today, but also to build for tomorrow. This includes setting support KPIs, evaluating our current support tech stack, and building our first Knowledge Base. Given we provide AI to our customers, we also want to be on the forefront of leveraging AI ourselves: you’ll be responsible for testing and iterating bot-generated responses within our support tools.

Given we are an early stage startup, you’ll also roll up your sleeves to support the Client Success team as needed. Reporting into the Founding Client Success Manager, you’ll help to fuel the overall customer experience by running ad hoc reports, building customer presentations, and any other tasks that will help us to build a strong partnership with our customers.

This role is a fit for you if you are a scrappy, high-energy and positive self-starter. No task is too small for you. A great candidate will enjoy building something new with a small and mighty team, is interested in delighting our customers, and most importantly, gets excited by continually improving our customer support engine to fuel the company’s success. 

Key Responsibilities

• Customer Support: Manage our customer support line (virtual chat & email) and respond to customers in a timely manner.

• Platform Expert: Develop an expertise in the technical workings of the Mura platform, making you a trusted resource to both platform users and the product & engineering team.

• Partner to Engineering: Create clear tickets in Engineering’s Linear system to track bugs and/or feature requests that come in via support channels.

• Knowledge Base: Build our first knowledge base by documenting answers to commonly asked questions.

• AI-Enabled Support: Help drive our goal of having AI-powered support in the long-term by testing and iterating on bot responses within our support tools.

• Reporting & Analysis: Some light-to-medium data analysis will be required in the role, both for the purpose of reporting on support metrics and success to the team, as well as supporting the Client Success team on ad hoc data requests.

• Ad Hoc Client Success Projects: Support the Client Success team in various ad hoc projects, such as building dashboards, pulling reports, or prepping decks for customer meetings.

Qualifications

• Experience: 4+ years in customer support, with demonstrated ability to satisfy customers’ needs through written support channels.

• Jack-of-All-Trades: Demonstrated ability to support the Customer Success team with additional ad hoc activities outside of responding to support tickets.

• Operational Rigor: Organized and efficient, with the ability to provide clear and precise action plans, as well as concise internal reports on your efforts.

• Adaptability: Excited by working in a startup environment, where change is the only constant.

• Technical Understanding: Ability to grasp the technical aspects of integrations and AI solutions and effectively communicate these to customers.

• Data Analysis: Basic experience with data analysis & reporting.

• Entrepreneurial Spirit: Self-starter with a scrappy and proactive approach to driving business growth.

• Experience with AI-enabled support tools and/or implementing new support platforms is a plus.

What’s Offered

• $1,200 - $1,500

• Flexible vacation and PTO

• You will be working in US shift timings