Customer Support Specialist (Cloud Content Security)

Location: Mountain View, California, United States; hybrid with 3 days per week in the office

Salary: $95,000–$105,000 annually, depending on work location, skills, knowledge, and experience

Company

Develops a secure multi-cloud content security and governance platform used by more than 22,000 organizations to protect content, maintain compliance, detect ransomware, and improve collaboration.

What you will do

• Answer internal and external customer inquiries through Zendesk and Salesforce.
• Collaborate with billing, collections, and sales teams to resolve customer concerns by phone, email, and virtual meetings.
• Investigate and resolve billing issues using critical-thinking and problem-solving skills.
• Manage cases and track customer interactions in CRM and support platforms.
• Execute and propose process improvements that automate or expedite procedures.
• Handle additional ad hoc responsibilities as needed.

Requirements

• High attention to detail with the ability to multitask.
• Excellent verbal and written communication skills, including adapting messages for different audiences.
• Strong organizational and time-management skills.
• Experience with Salesforce, contracts, orders, and purchase orders.
• Good understanding of payment processes and billing systems.

Nice to have

• Experience with subscription-based or digital-goods business models.

Culture & Benefits

• Full-time employment with competitive compensation and comprehensive benefits.
• 15 days of paid time off, paid holidays, and sick time.
• 401(k) with company match, HSA employer contribution, and FSA options.
• Paid parental and adoption leave.
• Health, wellness, employee assistance, reimbursement, and discounted insurance benefits.
• Collaborative offices in the United States, England, and Poland.