Customer Support Representative - Fintech Support

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully-remote, 380-person company that has most of our team in India and the 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 in the best companies. We have placed over 800 hires across 50 different US-based startups and high-growth companies. 

LeafLink is seeking a customer-focused and proactive Customer Support Representative to join our growing support team. In this role, you will serve as the primary point of contact for customers, assisting licensed cannabis businesses with inquiries related to LeafLink’s banking, fintech, inventory management, and retail operations solutions. You will play a key role in ensuring a seamless customer experience by resolving issues efficiently, providing product guidance, and collaborating with internal teams to support customer success in this evolving and highly regulated industry.

• →Customer Support: Respond to customer inquiries via phone, email, chat, and ticketing systems, providing timely and professional assistance.
• →Issue Resolution: Troubleshoot and resolve customer concerns related to LeafLink’s financial products, retail operations software, inventory management tools, and platform functionality.
• →Customer Education: Guide customers on product features, best practices, and workflows to help maximize the value of LeafLink’s solutions.
• →Case Management: Accurately document customer interactions, issues, and resolutions within CRM and support platforms to ensure proper tracking and follow-up.
• →Collaboration: Work closely with internal teams including Sales, Account Management, Product, and Operations to escalate issues and ensure a seamless customer experience.
• →Platform Support: Assist customers with onboarding, account setup, payment-related inquiries, and navigation of LeafLink’s platform and fintech tools.
• →Process Improvement: Identify recurring customer concerns and provide feedback to internal teams to help improve products, processes, and customer experience.
• →Performance Metrics: Consistently meet or exceed support KPIs such as response time, resolution time, customer satisfaction, and ticket handling goals.

• 1+ year of experience in a customer support, customer service, or client-facing role, preferably within SaaS, fintech, or cannabis-related industries.
• Excellent written and verbal communication skills with the ability to handle customer interactions professionally and empathetically.
• Experience using CRM and support tools such as Salesforce, Zendesk, HubSpot, or similar platforms is highly desirable.
• Strong problem-solving and troubleshooting abilities with keen attention to detail.
• Ability to quickly learn and explain LeafLink’s product offerings and platform functionality.
• Highly organized with the ability to manage multiple customer inquiries and priorities in a fast-paced environment.
• Self-motivated team player with a customer-first mindset and passion for delivering exceptional support.
• Experience supporting banking or financial services products for cannabis businesses is a plus.

• 8 AM to 5 PM Eastern Standard Time (US)
• Only for candidates based in India