What are the responsibilities and job description for the Customer Care Specialist position at JFrog?
At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, 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 an important mission. Thousands of customers, including the majority of the 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 amazing if you could join us in our journey?
We are looking for a tenacious, detail-oriented, and service-motivated Customer Care Specialist to join our Global Customer Experience team.
In this role, you will act as the "SLA Champion" within our "follow-the-sun" structure. We are looking for a Customer Care Specialist who functions as our SLA Champion and Case Defender. As the first point of contact, you will manage both technical and non-technical inquiries across our email and voice-based support systems. You aren't just answering tickets; you are a queue commander, ensuring our Support and Service streams flow flawlessly while collaborating with Sales, Marketing, and Finance to deliver an unbeatable experience.
As a Customer Care Specialist in JFrog you will...
We are looking for a tenacious, detail-oriented, and service-motivated Customer Care Specialist to join our Global Customer Experience team.
In this role, you will act as the "SLA Champion" within our "follow-the-sun" structure. We are looking for a Customer Care Specialist who functions as our SLA Champion and Case Defender. As the first point of contact, you will manage both technical and non-technical inquiries across our email and voice-based support systems. You aren't just answering tickets; you are a queue commander, ensuring our Support and Service streams flow flawlessly while collaborating with Sales, Marketing, and Finance to deliver an unbeatable experience.
As a Customer Care Specialist in JFrog you will...
- Command the Support Queue by triaging incoming cases efficiently to ensure a high-velocity response across global teams.
- Accelerate Case Resolution by managing non-technical inquiries and assigning specialized tasks to the appropriate technical experts.
- Scale Global Operations through meticulous shift handovers, ensuring 24/7 continuity and zero-friction transitions between regions.
- Forge Cross-Functional Synergy by acting as the primary liaison between Customer Success and Sales to streamline the customer journey.
- Drive Product Advocacy by identifying issue trends and recommending improvements to internal processes, policies, and product features.
- Uphold Service Excellence by monitoring SLAs and proactively intervening to ensure an unbeatable customer experience.
- 1-3 years of experience in a fast-paced customer service or support environment.
- Impeccable English verbal and written communication skills to professionally handle global email and voice inquiries.
- A High-Urgency Mindset with a thorough understanding of prioritization and the ability to thrive under pressure.
- Operational Flexibility to work overtime and adapt to shift changes as required by our 24/7 "follow-the-sun" model.
- Meticulous Attention to Detail with a team-player attitude and a high level of commitment to every case handled.
- Salesforce Proficiency is considered a significant advantage for managing our global support inquiries.
- 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!
- JFrog embraces hybrid work: 3 days in office / 2 days remote.
Salary : $75,000 - $85,000