Customer Support Specialist

Sequester; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Remote-friendly role

Job summary

Sequester is seeking a customer support specialist for its privacy-first encrypted vault for personal photos and videos. You will help users when something breaks, confuses them, or does not match expectations, treating every ticket as a signal about product quality.

Responsibilities include responding to emails and in-app requests with clear, empathetic guidance, triaging tickets to separate bugs and education needs, and maintaining help-center drafts so answers stay consistent as the product

Qualifications

• Customer support experience for a mobile or web product.
• Patient, precise writing and the ability to explain technical steps to non-technical users.
• Comfort reading logs, screenshots, and basic error messages without needing hand-holding.
• Reliable async availability across a shared support queue.

Responsibilities

• Respond to user emails and in-app support requests with clear, empathetic, and technically accurate guidance
• Triage tickets to separate bugs, education needs, and account issues, escalating reproducible defects with steps and device details
• Maintain support macros and help-center drafts so common answers stay consistent as the product evolves
• Flag recurring pain points (such as backup, PIN lock, uploads, and billing) to engineering and product owners
• Protect user privacy in every interaction, never requesting vault contents or unnecessary personal data

Skills

Customer support experience

Written communication

Technical explanation ability

Log and error review

Async collaboration

Job description

Role overview

A customer support role on a privacy-first encrypted vault for personal photos and videos. The specialist will help users when something breaks, confuses them, or does not match expectations, treating every ticket as a signal about product quality.

Responsibilities

• Respond to user emails and in-app support requests with clear, empathetic, and technically accurate guidance
• Triage tickets to separate bugs, education needs, and account issues, escalating reproducible defects with steps and device details
• Maintain support macros and help-center drafts so common answers stay consistent as the product evolves
• Flag recurring pain points (such as backup, PIN lock, uploads, and billing) to engineering and product owners
• Protect user privacy in every interaction, never requesting vault contents or unnecessary personal data

Requirements

• Customer support experience for a mobile or web product
• Patient, precise writing and the ability to explain technical steps to non-technical users
• Comfort reading logs, screenshots, and basic error messages without needing hand-holding
• Reliable async availability across a shared support queue

Nice to have

• Background supporting fintech or security-adjacent apps

Benefits and work setup

• Remote-friendly role with global hiring and async-first collaboration across time zones