Frontline Support Specialist (Contract Position)
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.
- 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 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
- 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
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