Consumer Support Specialist (Weekend Shift, Sunday - Thursday)

keepersecurity; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

Disability insurance

401(k) plan

PTO & bereavement

Bonuses

Remote within U.S. time zones

Hybrid option in Chicago

Job summary

Keeper Security seeks a remote consumer support agent for its cybersecurity product. You will answer inbound calls, chats, and emails from end users on weekends, Sunday through Thursday, 8:30 a.m. – 5:00 p.m.

Central Time, with time zone options across the U.S. You will handle inquiries, reproduce issues when needed, escalate trends, and protect customer data while maintaining a professional tone. The role offers remote work within U.S.

Qualifications

• Minimum 1 year in customer service or support.
• Proficiency with MS Office and Google Workspace.
• Comfort with smartphones, tablets, and computers across macOS/Windows/Android.
• Typing speed 40+ wpm.
• Clear verbal and written communication with a patient, empathetic mindset.
• Strong multitasking in a fast-paced, high-volume setting.

Responsibilities

• Respond to consumer inquiries via phone, email, chat, and screen-sharing with accurate, timely resolutions.
• Identify recurring themes, escalate trends or bugs to management.
• Reproduce issues and provide feedback to product/support workflows.
• Maintain a professional, empathetic tone with customers and internal teams.
• Manage high volume of concurrent interactions while upholding service quality.
• Protect confidential customer data and follow documented support procedures.

Skills

Customer service

Multitasking

Time management

Clear communication

Empathy

Typing 40+ wpm

MS Office

Google Workspace

Education

Bachelor's degree

Tools

Microsoft Office

Google Workspace

Job description

Role overview

A remote consumer support role on a B2C help desk for a cybersecurity software product, answering inbound calls, chats, and emails from end users. The position runs on a fixed weekend‑shift schedule, Sunday through Thursday from 8:30 a.m. to 5:00 p.m. Central Time, and is open to candidates in Central, Mountain, or Eastern time zones, with a hybrid option for those based in the Chicago metro area.

Responsibilities

• Respond to consumer inquiries across phone, email, chat, and screen‑sharing sessions, delivering accurate and timely resolutions
• Spot recurring themes in tickets and escalate trends, product gaps, or suspected bugs to management
• Reproduce issues and feed improvement ideas back into product and support workflows
• Uphold a professional, empathetic tone with customers and internal stakeholders
• Maintain service quality while managing a high volume of concurrent interactions
• Protect confidential customer data and follow documented support procedures

Requirements

• At least one year in customer service or support, or equivalent training/certifications
• Working proficiency with Microsoft Office and Google Workspace
• Comfort across smartphones, tablets, and computers running macOS, Android, and Windows
• Typing speed of 40+ words per minute
• Clear verbal and written communication, with an empathetic, patient, customer‑first mindset
• Track record of multitasking and time management in a fast‑paced, high‑volume setting

Nice to have

• Bilingual in English plus Spanish, Italian, Dutch, or French
• Prior software support experience
• Two or more years in a call center environment
• Flexibility for varied schedules
• Bachelor's degree

Benefits and work setup

• Medical, dental, and vision coverage including domestic partnerships
• Employer‑paid life insurance plus supplemental spouse/child coverage
• Voluntary short‑and long‑term disability
• 401(k) with Roth and traditional options
• Generous PTO with paid bereavement and jury duty
• Above‑market annual bonuses
• Fully remote within select U.S. time zones; hybrid option in Chicago metro