Defend your property with Frontline’s complete wildfire protection system for homes and businesses. Live safely with fire. Backed by Norwest.
About the role
Please note that we do not accept unsolicited candidate introductions, referrals, or resumes from external recruiters or staffing agencies. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Own the end-to-end customer support experience across phone, text, email, and app messages for homeowners and commercial customers
- Define and track SLAs and key metrics, including response time, resolution time, first-contact resolution, escalation rate, and customer satisfaction, and report them to leadership on a regular cadence
- Serve as the final escalation point for complex, sensitive, or unresolved customer issues
- Build proactive programs that keep customers ready: new-owner onboarding (app setup, contacts, and alerts), pre-fire-season readiness check-ins, and outreach during Red Flag Warnings
- Lead post-fire recovery: make sure every affected customer is contacted and that foam and water refills, inspections, and repairs are scheduled with Field Service
- 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team
More about this role
Please note that we do not accept unsolicited candidate introductions, referrals, or resumes from external recruiters or staffing agencies.
As part of our hiring process, Frontline Wildfire Defense conducts comprehensive background checks for all new hires. These checks typically cover the past 7–10 years and may include employment and education verification. For roles that require work in the field, driving record verification is also required. Employment offers are contingent upon the successful completion of these background checks.
Founded in 2017, Frontline developed the first fully integrated wildfire defense system to stop the leading cause of home loss in wildfires: ember-driven ignition. The system combines exterior sprinklers, full-coverage design, and connected software for remote monitoring and response, allowing homes to protect themselves long after families evacuate or infrastructure fails.
Proven effective during the 2025 Los Angeles wildfires, 96% of homes with Frontline systems survived. That success has earned top industry recognition, including Frontline being recognized as one of TIME’s Best Inventions 2025 in the Green Tech category and receiving the PCBC...
Read the full posting on Frontline Wildfire Defense's site ↗
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