Customer Support Specialist

Oneleet

3d • $35,000 - $50,000 • Remote

About The Position

Oneleet is hiring a foundational member of its customer support function. The Customer Support Specialist will be the first point of contact for customers, including technical and non-technical stakeholders navigating compliance. Support is delivered primarily through shared Slack channels and email, with a target first response time of 15 minutes. The role offers an opportunity to shape support processes, contribute to the knowledge base, and provide insight into customers’ day-to-day product experience.

The position works in a fast-paced, high-growth environment and requires ownership, autonomy, clear communication, and collaboration across Security Program Managers, Customer Success, and Engineering. It is fully remote and requires availability during PST hours, specifically between 9 a.m. and 7 p.m. PST. Oneleet hires globally where it can legally engage employees directly or through an employer-of-record partner.

Requirements

• At least 2 years of experience in a customer-facing support or success role at a SaaS company.
• Exceptional written communication skills, with the ability to be clear, concise, and warm under pressure.
• Comfort managing high volumes of work across multiple channels simultaneously.
• Strong organizational skills and attention to detail.
• Self-directed and able to work autonomously in a fully remote environment.
• Available to work PST hours, specifically 9 a.m.–7 p.m. PST, whether located in the Pacific time zone or adjusting working hours.

Nice To Haves

• Familiarity with compliance frameworks such as SOC 2 or 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.

Responsibilities

• Monitor and respond to customer questions in shared Slack channels and the support ticket queue.
• Resolve inquiries related to platform navigation, onboarding, billing, and penetration-test scheduling.
• Triage incoming requests and route escalations to the appropriate internal team, documenting full context.
• Send timely holding responses for escalations so customers know what is happening.
• Accurately log and tag interactions in the Pylon ticketing system.
• Identify recurring issues and contribute answers to the internal knowledge base.
• Collaborate with Security Program Managers, Customer Success, and Engineering to resolve customer issues efficiently.

Benefits

• Comprehensive health and wellness benefits.
• 20 days of paid time off per year, plus 8 floating holidays.
• Remote work culture.
• Team off-sites in locations such as Amsterdam and Italy.
• Competitive compensation and equity. Compensation is benchmarked using geographic pay bands.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed