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

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.

Customer Support Specialist

Key skills