Role: Customer Support Lead

Location: Toronto, ON (Hybrid, 2-3 times in downtown office per week)

Type: Full-time

👋 About Frate

Frate is a venture-backed startup helping automate and optimize returns for ecommerce brands. We’re tackling the trillion-dollar returns market worldwide, helping brands save money and time while making reverse logistics a key part of their mission to become more sustainable.

At Frate, we value ownership, collaboration, and continuous improvement. We encourage team members to share their perspectives openly and take initiative in shaping our product and culture. As a fast-growing startup, we’re building a team of bold innovators to redefine returns management.

📽 Check out this 2-minute video to learn what we do and why Frate matters.

📽 Check out this 2-minute video to see the impact we’ve made for one of our favorite customers.

❓‍ About the Role

We’re looking for a dynamic Customer Support Lead to join Frate and take ownership of our customer experience. In this role, you’ll be the key point of contact for our merchants, ensuring their issues are resolved efficiently while building scalable support processes. This position offers significant growth potential, with opportunities to advance into senior leadership roles such as Head of Customer Experience or Product Lead as Frate evolves. You’ll also contribute to adjacent areas such as customer success, onboarding, and internal tool development.

Key Responsibilities

• Serve as the primary point of contact for escalated customer issues, ensuring timely resolution.
• Develop and maintain workflows for common support scenarios, ensuring SLA targets are met.
• Build and manage a comprehensive knowledge base, including tutorials, FAQs, videos, and other resources, to reduce escalations through self-service resources.
• Monitor and report on key metrics, such as resolution times, customer satisfaction (CSAT), and SLA adherence.
• Identify trends in customer issues and proactively address systemic challenges to improve the overall experience.
• Partner with the engineering team to ensure customer insights drive feature development.
• Contribute to the development and testing of internal tools that streamline workflows and improve efficiency.

Requirements

Key Qualifications: