Oneleet

Customer Support Specialist

Oneleet

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $65,000 per year

About the role

  • Monitor and respond to customer questions across Slack shared channels and the support ticket queue
  • Resolve platform navigation, onboarding, billing, and pentest scheduling inquiries
  • Triage incoming requests and route escalations to the right internal team with full context documented
  • Send timely holding responses on escalations so customers always know what's happening
  • Log and tag all interactions accurately in our ticketing system (Pylon)
  • Identify recurring issues and contribute answers to the internal knowledge base
  • Collaborate with Security Program Managers, CS, and Engineering to resolve customer issues efficiently

Requirements

  • 2+ years in a customer-facing support or success role at a SaaS company
  • Exceptional written communication — clear, concise, and warm under pressure
  • Comfortable managing high volume across multiple channels simultaneously
  • Strong organizational instincts — nothing falls through the cracks on your watch
  • Self-directed and able to work autonomously in a fully remote environment
  • Familiarity with compliance frameworks (SOC 2, ISO 27001) or willingness to learn quickly
  • Experience with Pylon, HubSpot, or Slack-based support workflows
  • Prior experience at an early-stage or high-growth startup.
Benefits
  • Remote-first, globally distributed team
  • Comprehensive health & wellness benefits
  • Competitive comp & equity
  • Generous PTO, including floating holidays to honor what matters most to you
  • Flexible, remote work culture
  • Quarterly off-sites to cool places (Amsterdam, Italy, etc).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportticketing systemSaaScompliance frameworksSOC 2ISO 27001
Soft Skills
written communicationorganizational skillsself-directedautonomousability to manage high volume