Customer Support Specialist
About the role
Customer Support Specialist role to build and operate Oneleet’s initial support function, serving as the first point of contact for customers (technical and non-technical) navigating compliance, primarily via Slack and email, with a 15-minute first response expectation.
Responsibilities
- 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
Qualifications
- 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
- Available to work PST hours, specifically 9am PST - 7pm PST, whether you are located on PST or flexing your hours
Skills
Benefits
- Comprehensive health & wellness benefits
- 20 days PTO per year, plus 8 floating holiday
- Remote work culture
- Team off-sites in stunning places (Amsterdam, Italy, etc)
- Competitive compensation & equity
About Oneleet
YC's most popular security compliance platform (SOC 2, ISO 27001,…
Oneleet helps companies become secure and compliant through an all-in-one solution that combines automated tools and human expertise. Oneleet has built the second generation of security compliance automation software, providing tools that go beyond what is classically provided for just compliance alone. Tools like a code security scanner, attack-surface management, access reviews and trust portal are all built in. As the most popular, highest rated and most frequently used platform in the YC community, Oneleet has quickly established itself as the preferred and superior alternative to other incumbents. The founder behind Oneleet has spent the past 10+ years helping companies become more secure by performing penetration tests.
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