The Frontline Support Specialist provides phone and multi-channel support to customers, resolves inquiries, and contributes to documentation and process improvements for a financial solution for therapists.
Heard is an all-in-one financial solution for therapists that combines software and human support to handle bookkeeping, taxes, payroll, and more. Our mission is to help therapists be therapists by acting as their financial back office—empowering them to spend less time on business operations and more time supporting their clients.
We're looking for a contract Frontline Support Specialist to join our Customer Experience team. You'll be the first point of contact for customer inquiries, responsible for resolving issues, validating requests, and expertly routing complex matters to the appropriate teams.
This is a seasonal contract opportunity supporting tax season requiring strong verbal and written communication skills. You'll handle real-time customer inquiries across multiple channels. Deep product knowledge is essential. You'll serve as a trusted resource for both customers and internal teams. Between tickets, you'll contribute to documentation, prepare for feature releases, and support initiatives that enhance the customer and team experience.
What you'll do
- 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
You might be a fit if
- You have strong phone communication skills with proven experience providing phone-based customer support
- You have experience with ticketing and customer engagement platforms (Zendesk, Salesforce Service Cloud, Help Scout, or similar)
- You have a proven customer service experience, preferably in a B2B SaaS environment
- You poses excellent written and verbal communication skills
- You are experienced and comfortable engaging with customers across all communication channels
- You are a natural problem-solver with a customer-first mindset
- Must be located in the United States
Contract Details
- Type: Seasonal contract
- Contract Period: February 1 - April 30, 2026
- Rate: $24 - $27/hour depending on experience
- Weekly commitment: 40 hours/week, preferred availability is within the hours of 8 AM to 8 PM ET, Monday-Friday when phone support is available to our customers
Top Skills
Help Scout
Salesforce Service Cloud
Zendesk
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
As a Regional Sales Manager, you will sell enterprise security software solutions, engage with new accounts, manage relationships, and execute business plans to drive revenue.
Top Skills:
CRMMarketing Software
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The Regional Sales Manager directly sells cybersecurity software solutions to new enterprise accounts and drives revenue growth. This includes prospecting, account planning, and facilitating customer onboarding with internal teams to optimize product adoption and renewals.
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The Regional Sales Manager drives revenue by selling cybersecurity solutions to new enterprise accounts, managing relationships, and coordinating with internal teams for effective onboarding and growth post-sale.
Top Skills:
Crm SoftwareCybersecurity SolutionsMarketing SoftwareSales Techniques
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
