Customer Support - Privacy Consultant

Cloaked; Northern (KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Cloaked is seeking a customer-facing privacy support specialist who will be the first line of defense for users navigating their privacy journey. You will diagnose issues, explore root causes, and uphold a high standard of customer care.

You will help with subscriptions and account details, work across teams to streamline workflows, resolve common inquiries within a week, and contribute to product improvements through user feedback and training materials.

Qualifications

• Experience working directly with customers or users and solving problems.
• In-depth interest in technology and ability to connect with a tech-savvy audience.
• Exceptional written and verbal communication skills.
• Ability to adapt to new problems and resolve them.
• Experience creating support resources such as videos, tutorials, or documentation.

Responsibilities

• Provide best in class privacy support to users.
• Assist with subscription states and account details.
• Collaborate to ensure workflows that satisfy users, efficiently.
• Resolve common inquiries within a week.
• Escalate complex technical issues and guide resolution.
• Collaborate with product team to address recurring issues and contribute to product improvements.
• Stay up-to-date with password management and online security features.
• Create educational content and product trainings.

Skills

Customer-facing experience

Tech savvy

Written and verbal communication

Problem solving

Adaptability

Job description

About Cloaked

Cloaked is a consumer privacy and identity platform on a mission to give people back control of their personal data. We let anyone generate unlimited identities - masked emails, phone numbers, and payment cards - scrub their information off data-broker sites, and shield themselves from spam, scams, and breaches, all from one app. Backed by a $375M Series B, we've protected 10M+ identities and removed 1B+ records from the data brokers who profit off personal information. Now we're building the AI-native future of privacy: autonomous agents that monitor, manage, and defend your digital footprint for you.

About This Role

This is a customer-facing support role at the heart of Cloaked's mission. You'll be the first line of defense for users navigating their privacy journey - diagnosing issues, digging into root causes, and holding yourself to the highest standard of customer care. If you believe privacy is a right and want to actively protect it for real people, this is the role for you.

What will you do?

• Perform the best in class privacy support to the world
• Help users' subscription states, account details and other customer requests
• Work with the team to ensure workflows that satisfy users, efficiently
• Ensure that our most common inquiries are resolved within a week
• Serve as a primary point of contact for Cloaked users
• Proactively engage with customers to understand their goals, challenges, and use cases
• Develop and execute account plans to drive product adoption, customer satisfaction, and retention
• Serve as the escalation point for complex technical issues, providing expert guidance to resolve challenging customer problems
• Collaborate with the product development team to address recurring issues and contribute to product improvements
• Stay up-to-date with the latest trends and technologies in password management and online security to provide informed support
• Become an expert in our product offerings and stay updated on new features and updates
• Conduct product training sessions and create educational content to help customers maximize the value of our solution
• Collaborate with the product team to share customer feedback and contribute to product development strategies

What skills and experiences will help you?

• Experience working directly with customers or users and solving problems
• Experience in the technology sector is required, with a deep interest in the industry, trends, and the ability to connect with a tech-savvy audience
• Exceptional written and verbal communication skills are crucial to effectively engage with our community and convey our brand's values and mission
• Must be able to adapt to new problems and resolve them
• Experience in creating support resources such as videos, tutorials, or documentation is a plus, as it can enhance the user experience and provide valuable assistance to community members

What do we like?

• A get-it-done mindset. Our Privacy Support Team is driven to resolve problems in an immediate fashion
• Comfort working with various teams across the org to determine the best solution
• Passion for security and internet ethics
• Startup or growth-stage company experience
• Interest in data and analytics
• Care and respect of our customers' privacy as if it were your own