Customer Support Specialist

TL;DR

Customer Support Specialist (Cybersecurity SaaS): Serve as the first point of contact for customers navigating compliance platforms via Slack and email with an accent on rapid response times and issue resolution. Focus on triaging requests, documenting interactions, identifying recurring issues, and collaborating with internal teams to ensure customer success.

Location: United States Remote, remote-first with global hiring via direct or PEO; US-based candidates subject to E-Verify

Salary: $50,000–$65,000 USD (based on experience)

Company

Fast-growing security and compliance platform helping companies achieve SOC 2 and ISO 27001 standards efficiently, post-$33M Series A funding.

What you will do

• Monitor and respond to customer inquiries across Slack channels and support tickets within 15 minutes
• Resolve issues related to platform navigation, onboarding, billing, and pentest scheduling
• Triage requests, escalate with full context, and send timely holding responses
• Log and tag interactions accurately in Pylon ticketing system
• Identify recurring issues and contribute to the knowledge base
• Collaborate with Security Program Managers, Customer Success, and Engineering teams

Requirements

• 2+ years in customer-facing support or success role at a SaaS company
• Exceptional written communication skills — clear, concise, and warm under pressure
• Comfortable handling high volume across multiple channels
• Strong organizational skills to ensure nothing falls through the cracks
• Self-directed and able to work autonomously in a fully remote environment

Nice to have

• Familiarity with compliance frameworks like SOC 2 or ISO 27001
• Experience with Pylon, HubSpot, or Slack-based support workflows
• Prior experience at an early-stage or high-growth startup

Culture & Benefits

• Fast-paced, high-ownership environment with direct impact on customer compliance goals
• Remote-first, globally distributed team with flexible work culture
• Comprehensive health & wellness benefits, competitive comp & equity
• Generous PTO including floating holidays
• Quarterly off-sites to destinations like Amsterdam or Italy