Consumer Support Specialist

Keeper Security, Inc.; Chicago (IL); Remote; USD 40,000 - 55,000; Full time

Job summary

Keeper Security, Inc. is seeking a passionate Consumer Support Specialist for their B2C Support team. This remote role involves responding to customer inquiries, providing high-level service, and documenting trends. Ideal candidates will have experience in customer service and strong communication skills. Join a fast-growing cybersecurity company and help guide consumers in a pivotal support role.

Benefits

Medical, Dental & Vision insurance

Employer-paid Life Insurance

401k (Roth/Traditional)

Generous PTO

Above-market annual bonuses

Qualifications

• 1+ years of experience in customer service or support roles.
• Strong typing skills (40+ wpm).
• Bilingual in English/Spanish, Italian, Dutch, or French preferred.

Responsibilities

• Resolve user inquiries via phone, email, chat, and screen sharing.
• Document and alert management of trends in customer interactions.
• Maintain a positive and professional attitude for all customers.

Skills

Customer Service

Communication

Time Management

Empathy

Education

Bachelor's Degree

Tools

Microsoft Office Suite

GSuite

Job description

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Keeper is hiring a passionate Consumer Support Specialist to contribute knowledge and expertise to our B2C Support team. This is a 100% remote position from select (Central or Eastern Time Zone or in Dublin) locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area and Ireland office.

Keeper's cybersecurity software is trusted by millions of people and thousands of organizations worldwide. Keeper is published in 21 languages and sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while supporting and guiding our consumer market in this pivotal role!

About Keeper

Keeper Security is transforming how people secure their passwords, passkeys, and confidential information against growing online threats. Forgot your password? That'll never happen again with Keeper's easy-to-use password manager that saves you time, increases your security, and streamlines your online experience. Built with end-to-end encryption and zero-knowledge architecture, Keeper protects you and your family on every device. Keeper is trusted by millions globally, with over 300,000 5-star reviews in app stores, and recognized by publications including PCMag and U.S. News & World Report as a leader in password management, secure sharing, and encrypted messaging. Learn more at KeeperSecurity.com.

About The Job

Join a close-knit group of Support Specialists excelling in our industry. The Consumer Support Specialist responds to inbound calls, chats, and emails from Keeper's consumer customers. They provide high-level service, ensure customers understand product features and benefits, and deliver accurate product and service information.

Shift: Sunday-Thursday

Hours: 12:00am-8:30am

Responsibilities:

• Effectively resolve user inquiries via phone, email, chat, and screen sharing in an accurate and timely manner.
• Recognize, document, and alert management of trends in customer calls, chats, or emails.
• Proactively identify product improvements, bugs, and escalate reports to management.
• Maintain a positive and professional attitude for all customers and stakeholders.
• Uphold quality in a fast-paced environment.
• Adhere to company policies and procedures.
• Maintain confidentiality of data and customer information.
• Follow outlined procedures as per support team guidelines.
• Perform other core functions as assigned by management.

Requirements:

• 1+ years of experience in customer service or support roles, or equivalent training/certifications.
• Proficiency in Microsoft Office Suite and GSuite.
• Experience with Smartphones, Tablets, and Computers on Mac, Android, and Windows.
• Strong typing skills (40+ wpm).
• Polite, organized, punctual, and detail-oriented.
• Empathetic, patient, with a customer-first mindset.
• Excellent verbal and written communication skills.
• Ability to succeed in high-volume environments and multitask.
• Effective time management and ability to work independently.
• Self-motivated, curious learner, and team player.

Preferred:

• Bilingual in English/Spanish, Italian, Dutch, or French.
• Prior experience in software support.
• 2+ years in a call center environment.
• Flexible schedule availability.
• Bachelor's Degree preferred.

Benefits:

• Medical, Dental & Vision insurance (including domestic partnerships).
• Employer-paid Life Insurance & Employee/Spouse/Child Supplemental Life.
• Voluntary Short/Long Term Disability Insurance.
• 401k (Roth/Traditional).
• Generous PTO, including paid Bereavement/Jury Duty, etc.
• Above-market annual bonuses.

Keeper Security, Inc. is an equal opportunity employer and participates in the U.S. Federal E-Verify program. We celebrate diversity and are committed to an inclusive environment for all employees.