Customer Support Executive

About Fourth Frontier

Join Fourth Frontier, a cutting-edge health tech company transforming how people monitor and manage heart health. Our flagship product, the Frontier X2, is trusted by over 150,000 users across 4,000+ cities worldwide. We've also received FDA approval for our latest device, the Frontier X Plus, further validating our commitment to clinical-grade technology. Backed by real science and a powerful mission, we're now set to expand our business 3–5x across global markets. If you're looking to make a real impact in a high-growth environment, this is the place to be.

Position Summary:

Fourth Frontier is looking for a proactive, empathetic, and detail-oriented Customer Support Executive (Night Shift) to join our growing team. This role is critical to delivering exceptional customer service across calls, chats, and emails. The executive will handle issue resolution, customer onboarding, retention, and follow-ups, while acting as a key liaison for both end-users and clinics enrolled in our Holter monitoring service.

Key responsibilities of this role will include:

• Serve as the first line of support for customers via calls, chats and emails, ensuring timely and accurate responses.
• Troubleshoot device and software issues effectively and escalate as needed by creating internal tickets and following up until resolution.
• Onboard new customers and patients, guiding them through product setup and best practices.
• Act as the point of contact for clinics and patients enrolled in the Holter service—manage onboarding, answer incoming queries, and provide assistance.
• Proactively reach out to patients or clinics when required, ensuring they are well- supported throughout their experience.
• Maintain detailed records of all interactions using CRM and internal tracking tools.
• Monitor and flag customer feedback, complaints, or patterns to improve service delivery.
• Work closely with cross-functional teams (product, logistics, technical support) to ensure smooth issue resolution and a positive customer journey.
• Be flexible and willing to take up additional tasks or responsibilities based on business requirements.

Requirements:

• Bachelor's degree in Allied Health (e.g., B.Sc. in Pharmacy, Physiotherapy), Business, Marketing, or a related field required.
• 2-4 years of experience in customer support or a similar role.
• Proven experience handling international customers, preferably in the healthcare or wellness domain.
• This opening is primarily for a night shift role (primarily U.S. time zone), and willingness to work exclusively during night hours is required.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving ability.
• Ability to work independently during the night shift and manage multiple customer interactions efficiently.
• Empathy, patience, and a strong customer-first mindset.

Desirable criteria:

• Background or familiarity with medical/fitness devices or health tech.
• Bachelor's degree in Allied Health, Business, or related fields.
• Knowledge of Holter monitoring or similar cardiac services is a plus.