Consumer Support Specialist (Weekend Shift, Sunday - Thursday)

keepersecurity; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Employer-paid life insurance plus sp

Voluntary short- and long-terma0disb

401(k) with Roth and traditional

Generous PTO with bereavement and jury

Above-market annual bonuses

Fully remote within select U.S. time-z

Job summary

Keeper Security is seeking a remote Consumer Support Specialist to handle B2C inquiries via phone, chat, and email for our cybersecurity product. The role follows a fixed weekend schedule (Sun–Thu 8:30–17:00 CT) and is open to candidates in Central, Mountain, or Eastern time zones, with a hybrid option for Chicago-area staff.

You will resolve issues, reproduce bugs, maintain data privacy, and work with cross-functional teams to improve support processes while delivering empathetic, high-volume

Qualifications

• 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.

Responsibilities

• Respond to consumer inquiries across phone, email, chat, and screen-sharing sessions, delivering accurate and timely resolutions
• Spot recurring themes in tickets and ??
• 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

Skills

Customer service

Time management

Multitasking

Verbal communication

Written communication

Typing 40 wpm

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 ??
• 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