Customer Support Specialist
New
O
OneleetCybersecurity compliance
US/LATAM - Remote, Available to work PST hours, specifically 9am PST - 7pm PSTFull-TimeJunior
Salary$35K - $50K; $35K – $50K • Offers Equity
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Job Details
- Experience
- 2+ years in a customer-facing support or success role at a SaaS company
- Required Skills
- Written communicationSaaSHubSpotSlackCustomer support
Requirements
- Have 2+ years in a customer-facing support or success role at a SaaS company.
- Demonstrate exceptional written communication that is clear, concise, and warm under pressure.
- Be comfortable managing high volume across multiple channels simultaneously.
- Have strong organizational instincts and ensure nothing falls through the cracks.
- Be self-directed and able to work autonomously in a fully remote environment.
- Be available to work PST hours, specifically 9am PST - 7pm PST, whether located on PST or flexing hours.
- Familiarity with compliance frameworks such as SOC 2 or ISO 27001, or willingness to learn quickly, is a plus.
- Experience with Pylon, HubSpot, or Slack-based support workflows is a plus.
- Prior experience at an early-stage or high-growth startup is a plus.
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 know what is happening.
- Log and tag all interactions accurately in Pylon.
- Identify recurring issues and contribute answers to the internal knowledge base.
- Collaborate with Security Program Managers, CS, and Engineering to resolve customer issues.
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