Customer Success Specialist (EMEA)

Bitwarden; London; Remote; GBP 30,000 - 45,000; Full time

Job summary

Bitwarden, a leader in identity security, seeks a Customer Success Specialist to support users and troubleshoot technical issues. This remote role, requiring a passion for customer service and technical skills, is part of a team that ensures customer satisfaction. Join us in enhancing security experiences for millions worldwide.

Benefits

Remote Work Flexibility

Opportunity for Professional Growth

Supportive Team Environment

Engagement with User Community

Qualifications

• Previous technical experience in roles such as Systems Administrator or Support Technician.
• Excellent spoken and written English.
• Experience with troubleshooting web and mobile technologies.

Responsibilities

• Function as a Subject-Matter Expert for Bitwarden and our suite of services.
• Guide and train users on Bitwarden features.
• Provide superb customer support and assist with billing and account management.

Skills

Problem-Solving

Customer Support

Technical Troubleshooting

Writing Skills

Empathy

Education

Equivalent Education in Technical Field

Tools

Bitwarden

Linux

Docker

GitHub

HTML

Job description

Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California. Learn more at bitwarden.com.

We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Customer Success team helps people as quickly as possible through our email support system, with the majority of inquiries being resolved the same day received. Team members have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.

This role requires a self-starter with experience troubleshooting web and mobile technologies. You will become a Bitwarden product expert and handle common questions about using our products, troubleshoot technical issues, and ensure customer satisfaction.

We are looking for someone who wants to work Saturday through Tuesday (4 x 10-hour days). You will be working remotely and are based in the EMEA region.

RESPONSIBILITIES

• Function as a Subject-Matter Expert (SME) for Bitwarden and our suite of services.
• Expand skills in all Bitwarden applications and services in order to guide, train, and clearly describe the features and functionality to users and/or customers.
• Work with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future.
• Provide superb customer support.
• Assist with billing and account management.
• Collaborate with Sales, Marketing, Development, and Product associates.
  
  

WHAT YOU BRING TO BITWARDEN

• A passion for helping Bitwarden users.
• Excellent spoken and written English.
• Excellent problem-solving skills (you might not know all the answers, but you know how to find and communicate the solutions).
• A strong sense of empathy and the ability to advocate for others.
• Experience from a previous technical position (e.g. Systems Administrator, Quality Assurance Technician, Support Technician, Help Desk Technician, etc). If you don't have this experience but have equivalent education or demonstrable skills, we encourage you to apply.
• The ability and desire to work remotely.
  
  

Familiarity with several of the following areas/technologies is preferred:

• Bitwarden
• Windows, macOS, and Linux
• iOS & Android
• Command-line interface (CLI)
• Docker
• GitHub
• Freshdesk
• HTML
• HTTP
• DNS
• TLS/SSL
• PKI
  
  

WHAT TO EXPECT IN THE INTERVIEW PROCESS

• Screening call with People Ops.
• Interview with the Customer Success Manager.
• Interview with the VP of Customer Success.
• Interview with the Chief Customer Officer.
• Reference checks.
• Final candidates will be asked to authorize a background check.
  
  

A FEW REASONS TO WORK WITH US

• Bitwarden's user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world's largest organizations.
• Become an expert. You'll get immersed in the prominent technology markets of security and open source software.
• Bitwarden is dedicated to building an incredible team. Work remotely with motivated and innovative team members.
• Learn and grow. Take on new challenges with the support of your team.