Consumer Support Specialist (Weekend Shift, Sunday - Thursday)

Role overview A remote consumer support role on a B2C help desk for a cybersecurity software product, answering inbound calls, chats, and emails from end users. The position runs on a fixed weekend-shift schedule, Sunday through Thursday from 8:30 a.m. to 5:00 p.m. Central Time, and is open to candidates in Central, Mountain, or Eastern time zones, with a hybrid option for those based in the Chicago metro area.

Responsibilities - Respond to consumer inquiries across phone, email, chat, and screen-sharing sessions, delivering accurate and timely resolutions - Spot recurring themes in tickets and escalate trends, product gaps, or suspected bugs to management - Reproduce issues and feed improvement ideas back into product and support workflows - Uphold a professional, empathetic tone with customers and internal stakeholders - Maintain service quality while managing a high volume of concurrent interactions - Protect confidential customer data and follow documented support procedures

Requirements - At least one year in customer service or support, or equivalent training/certifications - Working proficiency with Microsoft Office and Google Workspace - Comfort across smartphones, tablets, and computers running macOS, Android, and Windows - Typing speed of 40+ words per minute - Clear verbal and written communication, with an empathetic, patient, customer-first mindset - Track record of multitasking and time management in a fast-paced, high-volume setting

Nice to have - Bilingual in English plus Spanish, Italian, Dutch, or French - Prior software support experience - Two or more years in a call center environment - Flexibility for varied schedules - Bachelor's degree

Benefits and work setup - Medical, dental, and vision coverage including domestic partnerships - Employer-paid life insurance plus supplemental spouse/child coverage - Voluntary short- and long-term disability - 401(k) with Roth and traditional options - Generous PTO with paid bereavement and jury duty - Above-market annual bonuses - Fully remote within select U.S. time zones; hybrid option in Chicago metro