Customer Care Specialist

At JFrog, we're reinventing DevOps to help the world's greatest companies innovate, and we want you along for the ride. This special place has a unique combination of brilliance, spirit, and all-around great people. If you're willing to do more, your career can take off. And since software plays a central role in everyone's lives, you'll be part of a critical mission. Thousands of customers, including most Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production, a concept we call "Liquid Software." Wouldn't it be fantastic if you could join us on our journey?

The JFrog Support department operates in a 24/7 follow-the-sun structure, managing inquiries from both prospects and customers. We are committed to delivering highly responsive and quality answers. We are currently seeking a Gatekeeper, Service Level Agreement champion, and Case Defender to join our global team. As the first point of contact for customers seeking technical and non-technical assistance, you will play a crucial role in our email-based support system. Working collaboratively within a cross-functional team that includes the Technical Support team, Sales, Marketing, Finance, and others, you will contribute to ensuring an unbeatable customer experience

As a Customer Care Specialist in JFrog, you will be overlooking the Support Queue and be responsible for the following:

• Ensure unbeatable Customer Experience as the primary responsibility

• Monitoring and triage incoming cases efficiently

• Assign cases to the appropriate teams or individuals

• Manage non-technical customer cases with a focus on resolution

• Provide both reactive and proactive services to meet the needs of JFrog's customers

• Act as the primary liaison between Customer Success and Sales teams

• Advocate for customers by identifying trends in issues and recommending improvements to processes, policies, and products

• Take ownership of the shift from the previous customer support agent and ensure smooth handovers to the next shift

To be a Customer Care Specialist agent at JFrog you need…

• At least 2 years of customer service experience

• Service-oriented and motivated by care

• Proven experience in a fast-paced work environment

• Impeccable English (verbal & written)

• Great verbal and written communication skills

• High level of commitment - every case needs to be handled optimally

• Team player, self-motivated, and extremely detail-oriented with strong organizational and meticulous skills

• A thorough understanding of prioritization and a sense of urgency

• Flexible to work overtime as needed

• Experience using SalesForce is a plus

WHAT JFROG CAN OFFER…

• At JFrog, base salary is only one component of our compensation package.

• This position has a base salary range between $75,000 to $85,000. Base salary will be based on your skills, qualifications, experience and location.

• This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.

• JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more!

• Additionally, this role may be eligible for discretionary bonuses or commission payments.

JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.