Job details
About this role
Role overview A customer-facing support role at a consumer privacy and identity platform that helps people regain control over their personal data. The position combines frontline user assistance with technical troubleshooting, education, and collaboration with product teams to strengthen the overall user experience.
Responsibilities - Respond to user questions about subscriptions, account details, and general platform usage, with a target of resolving common inquiries within one week - Diagnose issues, identify root causes, and serve as the escalation point for complex or technical cases - Proactively engage with users to understand their goals and challenges, and build account plans that drive adoption, satisfaction, and retention - Partner with product and engineering teams to surface recurring issues, share feedback, and influence product improvements - Develop tutorials, training sessions, and other educational content that enables customers to maximize the platform's value - Maintain expert knowledge of product features and stay current on trends in privacy, identity protection, and online security
Requirements - Prior experience working directly with customers or end users to solve problems - Background in the technology sector with the ability to connect with a tech-savvy audience - Strong written and verbal communication skills - Comfort adapting to unfamiliar problems and resolving them quickly - A get-it-done mindset and the ability to collaborate across teams - Genuine care for protecting user privacy and a passion for security and internet ethics
Nice to have - Experience creating support resources such as videos, tutorials, or documentation - Background at a startup or growth-stage company - Interest in data and analytics - Familiarity with password management or online security tooling