[Hiring] Customer Support Specialist @Oneleet

Role Description

We're building Oneleet's customer support function from the ground up, and this is one of the first hires. As a Customer Support Specialist, you'll be the first point of contact for our customers — a mix of technical and non-technical stakeholders navigating compliance for the first time.

You'll work primarily through Slack shared channels and email, with a high bar for response time. Our standard is a first response within 15 minutes — because our customers can't afford to wait.

This is a foundational role with real room to grow. You'll help shape how support works at Oneleet, contribute to the knowledge base, and have direct visibility into how the product is experienced day-to-day.

What You'll Do

• 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

Requirements

• 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

• Comprehensive health & wellness benefits
• 20 days PTO per year, plus 8 floating holidays
• Remote work culture
• Team off-sites in stunning places (Amsterdam, Italy, etc.)
• Competitive compensation & equity