Customer Support Specialist

1. About the Company

The organization operates in the cybersecurity and compliance industry, providing a platform that helps companies build, manage, and monitor cybersecurity programs. It supports achieving compliance standards such as SOC 2 and ISO 27001 efficiently, addressing the challenge of making cybersecurity and compliance effective and accessible. Recently securing $33 million in Series A funding, the company is experiencing rapid growth in both customers and employees. Its team brings decades of experience and aims to reshape the fragmented compliance and cybersecurity

2. About the Opportunity:

The Customer Support Specialist role is a foundational position responsible for building the customer support function from the ground up. This role serves as the first point of contact for a diverse customer base, including technical and non-technical stakeholders navigating compliance. It ensures timely and effective communication through channels like Slack and email, with a focus on rapid response times. The position offers opportunities to influence support processes, contribute to knowledge resources, and directly impact customer experience and satisfaction.

3. Responsibilities:

• Monitor and respond to customer inquiries via Slack shared channels and support ticket queue

• Resolve questions related to platform navigation, onboarding, billing, and pentest scheduling

• Triage incoming requests and escalate issues with full context to appropriate teams

• Provide timely holding responses on escalations to keep customers informed

• Accurately log and tag interactions in the ticketing system (Pylon)

• Identify recurring issues and contribute to the internal knowledge base

• Collaborate with Security Program Managers, Customer Success, and Engineering teams to resolve issues efficiently

4. Requirements:

• Minimum of 2 years in a customer-facing support or success role within a SaaS company

• Exceptional written communication skills—clear, concise, and professional under pressure

• Ability to manage high volumes of inquiries across multiple channels simultaneously

• Strong organizational skills ensuring no issues are overlooked

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

Nice to have:

• Familiarity with compliance frameworks such as SOC 2 and ISO 27001 or willingness to learn quickly

• Experience with Pylon, HubSpot, or Slack-based support workflows

• Previous experience in early-stage or high-growth startups

5. Pay Range and Compensation Package:

• Salary: $50,000 to $65,000 USD, based on experience

6. Benefits & Perks:

• Comprehensive health and wellness benefits

• Competitive compensation and equity

• Generous paid time off, including floating holidays

• Flexible, remote work environment

• Quarterly off-site meetings in various locations

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.