Customer Support Specialist

The role

You will be the first point of contact for technical and non-technical customers. You will monitor Slack and email to resolve inquiries regarding platform navigation, onboarding, billing, and pentest scheduling.

What you will do

• 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
• Send timely holding responses on escalations
• 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

Required qualifications

• 2+ years in a customer-facing support or success role at a SaaS company
• Exceptional written communication
• Comfortable managing high volume across multiple channels simultaneously
• Strong organizational instincts
• Self-directed and able to work autonomously in a fully remote environment
• Available to work PST hours, specifically 9am PST - 7pm PST

Nice to have

• 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

• Comprehensive health & wellness benefits
• 20 days PTO per year, plus 8 floating holiday
• Remote work culture
• Team off-sites in stunning places (Amsterdam, Italy, etc)
• Competitive compensation & equity

Before you apply

• Oneleet participates in E-Verify to confirm employment eligibility for U.S.-based candidates

About the company

Oneleet is building an all-in-one security and compliance platform. The company is a fast-growing security company with a mission to make effective cybersecurity painless.