Remote job
Customer Support Specialist
Job details
About this role
Role overview
A customer support role on a privacy-first encrypted vault for personal photos and videos. The specialist will help users when something breaks, confuses them, or does not match expectations, treating every ticket as a signal about product quality.
Responsibilities
- Respond to user emails and in-app support requests with clear, empathetic, and technically accurate guidance - Triage tickets to separate bugs, education needs, and account issues, escalating reproducible defects with steps and device details - Maintain support macros and help-center drafts so common answers stay consistent as the product evolves - Flag recurring pain points (such as backup, PIN lock, uploads, and billing) to engineering and product owners - Protect user privacy in every interaction, never requesting vault contents or unnecessary personal data
Requirements
- Customer support experience for a mobile or web product - Patient, precise writing and the ability to explain technical steps to non-technical users - Comfort reading logs, screenshots, and basic error messages without needing hand-holding - Reliable async availability across a shared support queue
Nice to have
- Background supporting fintech or security-adjacent apps
Benefits and work setup
- Remote-friendly role with global hiring and async-first collaboration across time zones