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…

• 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
  
  

• 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