Customer Experience Specialist

Fast-Frogward Your Career to Years From Now

Be part of a team where your work takes center stage, shaping the future of software development. At JFrog, we solve critical challenges for leaders like Amazon, Google, and Netflix. Every day brings opportunities to innovate and push boundaries in a fast-moving, frogward-thinking culture. If you want your work to matter and thrive on nonstop innovation, JFrog is your place.

Here’s what our employees have to say about working at JFrog:

• "I wanted to work in a company that takes technology forward."
• "Our business is so interesting because it is constantly moving, and we have to adapt new solutions to the challenges that arise from the customers."
• "It’s nice to work for a company with a must-have product, not a nice-to-have."

As a Customer Care Specialist, you will be an integral part of our 24/7 follow-the-sun support structure, ensuring that every customer inquiry is handled with efficiency and care. Your role will be pivotal in delivering an unbeatable customer experience by acting as the gatekeeper of our multiple support queue, championing service-level agreements, and ensuring seamless case management.

What you’ll be doing as a Customer Experience Specialist:

• Serve as the first point of contact for customers seeking assistance via email/call, ensuring a prompt and professional response.
• Monitor and triage incoming cases, assigning them to the appropriate teams or individuals.
• Take ownership of non-technical/partially technical customer cases, working towards a swift and effective resolution.
• Provide both reactive and proactive services, anticipating customer needs and enhancing their experience with JFrog.
• Liaise between Customer Success and Sales teams, ensuring alignment and smooth collaboration.
• Advocate for customers, identifying trends in issues and recommending improvements to policies, processes, and products.
• Ensure a seamless shift handover, maintaining continuity in customer support operations.

What you bring on to the table:

• At least 2 years of customer service experience in a fast-paced environment.
• A service-oriented mindset, with a passion for customer care and resolution.
• Impeccable English (verbal & written) with strong communication skills.
• Ability to prioritize and handle cases with urgency, ensuring all inquiries are addressed optimally.
• Meticulous attention to detail, with strong organizational skills and a proactive approach.
• A team player with a self-motivated attitude and a commitment to excellence.
• Flexibility to work during night/day/blended shift hours and overtime as needed.
• Flexibility to work on the weekends with maximum 5 days of work per week. 
• Minimum 3 days work for office is compulsory.
• Experience using Salesforce is a must.

About JFrog:

JFrog is the only end-to-end software supply chain platform that provides complete visibility, security, and control for automating the delivery of trusted releases from code to production. Our platform enables organizations to manage, secure, and automate their software delivery process, fueling innovation without worry. We empower companies to build and release software faster and more securely than ever before.

With over 7,500 customers worldwide, including many Fortune 100 companies, JFrog is at the forefront of global innovation. Join us in shaping the future of software delivery and contributing to solutions that empower some of the world's most influential industries.

NOTE: The job location is Bangalore (Bellandur) and we follow a hybrid model, mandatory 3 days/week work from office. The work timing is 5:30 pm to 2:30 am IST. We provide office transport and shift allowance.