Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and address customer inquiries within Slack shared channels and the support ticket system.

• Address questions related to platform navigation, onboarding processes, billing, and scheduling for penetration tests.

• Assess incoming requests and direct escalations to the appropriate internal team while ensuring thorough documentation.

• Provide timely acknowledgment responses for escalated issues.

• Accurately log and categorize all interactions within Pylon.

• Recognize recurring problems and contribute solutions to the internal knowledge repository.

• Work collaboratively with Security Program Managers, Customer Success, and Engineering teams to resolve customer concerns effectively.

• Assist in developing Oneleet’s customer support department and refining support procedures.

⛳️ Requirements

• Minimum of 2 years in a customer-facing support or success position within a SaaS organization.

• Outstanding written communication skills — articulate, succinct, and friendly even in high-pressure situations.

• Proficient in managing a high volume of inquiries across various channels concurrently.

• Strong organizational skills and instincts.

• Self-motivated and capable of working independently in a fully remote setting.

• Available to work during PST hours, particularly from 9am PST to 7pm PST.

• Knowledge of compliance frameworks (SOC 2, ISO 27001) or a readiness to learn quickly.

• Familiarity with Pylon, HubSpot, or Slack-based support systems.

• Previous experience in an early-stage or rapidly growing startup environment.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• 20 days of paid time off (PTO) annually.

• 8 floating holidays.

• Remote work culture.

• Team retreats in beautiful locations (Amsterdam, Italy, etc.).

• Competitive salary package.

• Equity opportunities.