Frontier Customer Support Representative: Frontier, a subsidiary of the New York-based company Fresh Prints, is hiring Customer Support Representatives to provide overnight support for a client called Parkade, with the role open to candidates in India and the Philippines. This is a fully remote, project-based opportunity with a distinctly unusual application process, including a mandatory public video introduction, and a fixed overnight US shift. Here’s a complete, detailed breakdown of what this role actually involves.
Table of Contents
Quick Overview of the Frontier Customer Support Representative Role
| Detail | Information |
|---|---|
| Hiring Company | Frontier (a subsidiary of Fresh Prints) |
| Client Being Supported | Parkade |
| Role | Customer Support Representative |
| Location | Remote, open to candidates in India and Philippines |
| Nature of Role | Project-based, expected to run September 2026 through 2027 (approximately 1 year) |
| Shift Timing | 10:00 PM to 6:00 AM PST (roughly late morning into afternoon, India time) |
| Coverage Requirement | Overnight support 7 days a week (team coverage, not a 7-day workweek per individual) |
| Compensation | $700 to $800 per month |
| Prior Experience Required | Yes, previous customer support, customer service, or help desk experience |
| Application Requirement | Includes a mandatory public Google Drive video introduction |
Understanding What Frontier and Fresh Prints Actually Are
Fresh Prints is described as a New York-based, fully remote, roughly 150-person company, with most of its team based in India and the Philippines. Frontier is a subsidiary that Fresh Prints spun out specifically to help other fast-growing companies build remote, cross-functional teams abroad. In simple terms, Frontier functions as a talent placement and staffing arm, screening candidates through video assessments, written assessments, and interviews, then placing successful candidates into full-time roles with client companies, in this case, a company called Parkade.
This structure matters for understanding the role correctly: you would be screened and placed by Frontier, but your actual day-to-day work supports Parkade specifically, an arrangement fairly similar to other staffing or BPO-style placement models, where the hiring intermediary and the company you actually serve are different entities.
What Does This Role Actually Involve?
The role centers on providing overnight, Tier 1 customer support for Parkade users. Based on the official listing, day-to-day responsibilities include:
- Responding to incoming customer support requests during overnight PST hours
- Helping users complete actions they’re unable to perform themselves within the Parkade app
- Identifying the root cause of straightforward issues and providing clear next steps
- Gathering information and, when needed, reproducing issues to understand a problem better
- Handling routine administrative requests that require internal team assistance
- Following established processes and guidelines while resolving customer requests
- Prioritizing requests based on urgency and customer impact
- Following up on unresolved issues to ensure proper resolution
- Maintaining clear, accurate documentation of customer interactions
- Escalating higher-priority or more complex issues to the appropriate team
The listing specifically describes the questions and requests as “generally straightforward,” suggesting this is genuine Tier 1 support work, first-line troubleshooting and process-following, rather than highly technical problem-solving.
Eligibility Criteria for This Role
Experience Requirement
Unlike several other remote support roles we’ve covered, this one explicitly requires previous experience in customer support, customer service, help desk, or a similar role. This is not positioned as an entry-level, no-experience-required opportunity.
Core Skills Expected
- Strong written and verbal English communication skills
- Strong active listening, critical thinking, and problem-solving ability
- Comfort troubleshooting straightforward user issues independently
- Ability to distinguish between issues you can resolve yourself and those needing escalation
- Ability to follow established processes while still exercising good judgment
- Strong attention to detail and accuracy
- Ability to multitask and manage time effectively
- Comfort working independently with limited supervision
- Comfort learning and navigating new software and web/mobile applications
- General reliability and consistency
Nice-to-Have Skills
- Experience supporting SaaS or mobile/web applications specifically
- Experience with ticketing or support platforms such as Zendesk or Intercom
- Prior experience specifically in a Tier 1 support environment
- Experience troubleshooting or reproducing software and application issues
Understanding the Schedule Commitment
This is one of the most important practical details to get right before applying. The role requires working 10:00 PM to 6:00 AM PST, which, depending on the time of year and daylight saving adjustments, translates to roughly late morning into the afternoon in India. Coverage is needed 7 days a week, though the listing clarifies this refers to overall team coverage, not an expectation that any single representative works all 7 days themselves. Individual schedules and specific days off are determined based on the team’s coverage needs, meaning your actual weekly schedule may not be fixed or predictable in advance.
Understanding the Project-Based Nature of This Role
The listing is explicit and clear about this, and we want to repeat it just as clearly: this is a project-based role, expected to run from September 2026 through 2027, roughly a one-year engagement rather than open-ended, permanent employment. If you’re specifically looking for long-term job security, this timeline should factor directly into your decision, since there’s no stated guarantee of continuation or conversion to a permanent role beyond this project window.
Compensation Details
The listed monthly salary range is $700 to $800 USD. Converted to Indian rupees, this works out to a moderate income by Indian standards for a remote support role, though candidates should calculate the actual conversion based on current exchange rates and factor in their own cost of living and income expectations before applying. The listing also explicitly asks applicants during the application process whether they’re comfortable with this specific salary range, so going in with a clear, honest answer to that question matters.
A Notably Unusual Part of the Application Process
This is worth understanding in detail before you start applying, since it’s more involved than most remote job applications. The role requires a mandatory 90-second video introduction, uploaded to Google Drive with sharing settings changed to “Anyone with the link,” meaning your video must be viewable by anyone who has the link, without requiring them to log in.
The application specifically asks you to answer two questions in this video:
- Tell us about yourself and your work experience, highlighting anything most relevant to this role
- Describe the most challenging customer interaction you’ve had, what made it challenging, how you approached it, and what you’d do differently
The listing is explicit that applications with a missing or inaccessible video link will not be reviewed, and specifically instructs you to test your own link in an incognito or private browser window to confirm it’s genuinely accessible without login before submitting.
A practical note worth flagging clearly: since this video will be set to “Anyone with the link” rather than restricted access, treat it the way you would any other public-facing content, be mindful of what personal information you share on camera beyond what’s specifically asked, since the link’s accessibility isn’t limited to the hiring team alone.
Documents and Information You Should Have Ready
| Item | Why It’s Needed |
|---|---|
| Updated resume/CV | Required as a standard part of the Greenhouse application form |
| A recorded, 90-second video introduction | Mandatory; applications without a working, accessible link will not be reviewed |
| Your expected and current/last drawn annual salary in USD | Specifically asked during the application form |
| Confirmation of your availability for the stated overnight PST schedule | Directly asked as a yes/no application question |
Step by Step Application Process
- Visit the official Frontier Customer Support Representative listing on Greenhouse.
- Review the full role description carefully, especially the project duration, shift timing, and compensation range.
- Record your 90-second video introduction, answering the two required questions clearly and within the time limit.
- Upload your video to Google Drive, change sharing settings to “Anyone with the link,” and test the link yourself in an incognito browser window to confirm accessibility.
- Fill in the Greenhouse application form with your personal details, resume, and the tested video link.
- Answer the specific questions regarding salary expectations, schedule availability, and notice period accurately.
- Submit your application, ensuring every required field, especially the video link confirmation questions, is completed.
Tips to Strengthen Your Application
- Prepare and rehearse your video answers before recording. Since you only have 90 seconds total for both questions, planning concise, clear responses in advance will help you use that time effectively.
- Test your Google Drive link thoroughly before submitting. Given the listing’s explicit warning that inaccessible links result in an unreviewed application, don’t skip the incognito browser test step.
- Be honest and specific about your customer support experience. Since prior experience is a stated requirement, clearly highlighting relevant past roles, even if not identical to Tier 1 tech support, strengthens your candidacy.
- Go in with a clear answer on the overnight schedule question. Since 10 PM to 6 AM PST is a significant, sustained commitment, honestly assess your ability to maintain this schedule before confirming availability.
- Set realistic expectations around the project-based timeline. Since this role runs through 2027 rather than being open-ended, factor this into your broader career planning rather than assuming automatic long-term continuation.
Who Should Apply for This Role?
This opportunity is a strong fit if you:
- Have genuine prior experience in customer support, customer service, or a help desk role
- Have strong written and verbal English communication skills
- Can comfortably commit to a 10:00 PM to 6:00 AM PST overnight schedule for the duration of the project
- Are comfortable with the $700 to $800 per month compensation range
- Are comfortable creating and sharing a public video introduction as part of your application
It may not be the right fit if you’re looking for daytime hours, long-term guaranteed employment beyond a roughly one-year window, or if you’re not comfortable with the unusual public video application requirement.
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Frequently Asked Questions About Frontier Customer Support Representative
1. Is this a permanent job?
No, it’s explicitly a project-based role expected to run from September 2026 through 2027, roughly a one-year engagement.
2. What is the pay for this role?
$700 to $800 USD per month.
3. What shift does this role require?
10:00 PM to 6:00 AM PST, which translates to roughly late morning into the afternoon in India, depending on the time of year.
4. Do I need prior experience to apply?
Yes, previous experience in customer support, customer service, help desk, or a similar role is explicitly required.
5. Is a video introduction really mandatory?
Yes, the listing states clearly that applications with a missing or inaccessible video link will not be reviewed.
6. Do I need to make my video introduction public?
The sharing settings need to be “Anyone with the link,” meaning it’s viewable without login by anyone who has the link, so be mindful of what you share on camera.
7. Who is Frontier, and how is it different from Fresh Prints?
Frontier is a subsidiary of Fresh Prints, specifically focused on screening and placing remote talent into full-time roles with client companies, in this case, supporting a company called Parkade.
8. Will I be working for Fresh Prints, Frontier, or Parkade?
You’d be screened and placed through Frontier, but your day-to-day work would directly support Parkade’s customers.
9. Is this role open only to candidates in India?
No, the listing specifies it’s open to candidates in both India and the Philippines.
10. What does “Tier 1 support” mean in this context?
It refers to first-line, generally straightforward customer support, helping with actions users can’t complete themselves and escalating more complex issues rather than resolving them directly.
11. Will my schedule be fixed, or can it change week to week?
Individual schedules and days off are determined based on team coverage needs, so your specific days off may not be fixed or entirely predictable in advance.
12. Is there an application fee for this role?
No, legitimate job applications, including this one, do not require any application fee.
Final Thoughts
This Frontier Customer Support Representative role offers a legitimate, fully remote opportunity for candidates with genuine prior customer support experience, but it comes with a distinctly demanding overnight schedule, a fixed roughly one-year project timeline, and an unusually involved application process requiring a public video introduction. For candidates who can comfortably meet these specific conditions and are comfortable with the compensation range, it’s a real opportunity worth pursuing, provided expectations are set accurately from the start rather than discovered after applying.
Disclaimer
This article has been published by FreshJobSeekers purely for general informational purposes, based on the publicly listed job description available on Frontier’s official Greenhouse careers page at the time of writing. FreshJobSeekers is not affiliated with, endorsed by, or an official representative of Frontier, Fresh Prints, or Parkade, and this article does not constitute an official job posting or recruitment communication.
All job related details, including compensation, schedule requirements, project duration, and application steps, are determined solely by Frontier and are subject to change or removal without notice. Candidates are strongly encouraged to verify every detail directly on the official Frontier careers page before applying, including confirming the listing is still active.
FreshJobSeekers does not guarantee selection, interview calls, or any specific hiring outcome connected to this job listing, and we accept no responsibility for any loss or inconvenience resulting from reliance on this article alone. We do not charge any fee for job related information or application guidance, and legitimate recruitment, including this one, never requires payment from candidates at any stage of the hiring process. Readers are advised to remain cautious of any individual or platform claiming to guarantee selection or requesting payment in connection with this or any job opportunity, and to apply only through the verified official Frontier careers page.