Customer Support Specialist
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Job Description
Customer Support Specialist managing customer inquiries through Slack and email. Resolving onboarding, billing, and technical assistance for compliance navigation.
Responsibilities:
- Monitor and respond to customer questions across Slack shared channels and the support ticket queue
- Resolve platform navigation, onboarding, billing, and pentest scheduling inquiries
- Triage incoming requests and route escalations to the right internal team with full context documented
- Send timely holding responses on escalations so customers always know what's happening
- Log and tag all interactions accurately in our ticketing system (Pylon)
- Identify recurring issues and contribute answers to the internal knowledge base
- Collaborate with Security Program Managers, CS, and Engineering to resolve customer issues efficiently
Requirements:
- 2+ years in a customer-facing support or success role at a SaaS company
- Exceptional written communication — clear, concise, and warm under pressure
- Comfortable managing high volume across multiple channels simultaneously
- Strong organizational instincts — nothing falls through the cracks on your watch
- Self-directed and able to work autonomously in a fully remote environment
- Familiarity with compliance frameworks (SOC 2, ISO 27001) or willingness to learn quickly
- Experience with Pylon, HubSpot, or Slack-based support workflows
- Prior experience at an early-stage or high-growth startup.
Benefits:
- Remote-first, globally distributed team
- Comprehensive health & wellness benefits
- Competitive comp & equity
- Generous PTO, including floating holidays to honor what matters most to you
- Flexible, remote work culture
- Quarterly off-sites to cool places (Amsterdam, Italy, etc).
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