Job Description:
Work-from-home customer support job with Oneleet, a cybersecurity compliance company. Answer customer questions in Slack and email, help with onboarding and billing, and build the knowledge base. Needs 2+ years in SaaS support or success. Pays $35,000 to $50,000 a year plus equity.
About the Role
Oneleet is building its customer support team from the ground up, and this is one of the first hires. As a Customer Support Specialist, you will be the first point of contact for customers going through security compliance, mostly through Slack shared channels and email, with a goal of a first response within 15 minutes.
What You Will Do
- Answer customer questions in Slack shared channels and the support ticket queue
- Solve questions about using the platform, onboarding, billing, and pentest scheduling
- Triage requests and send escalations to the right team with full notes
- Keep customers updated while escalations are worked on
- Log and tag every interaction in the ticketing system (Pylon)
- Add answers for common issues to the internal knowledge base
What You Need
- 2+ years in a customer-facing support or success role at a SaaS company
- Excellent, clear, and warm written communication
- Comfortable handling high volume across several channels
- Organized and able to work on your own in a fully remote job
- Available 9 AM-7 PM Pacific time
- Nice to have: knowledge of SOC 2 or ISO 27001, or Pylon, HubSpot, or Slack support experience
Location & Pay
Remote (United States; Oneleet also hires in Latin America). Full time, 9 AM-7 PM Pacific time hours. US national baseline salary range $35,000 to $50,000 a year plus equity (offers in high-cost markets may be at or above the top of the range). Health and wellness benefits, 20 days PTO plus 8 floating holidays, and team off-sites.