Privacy Support Specialist – Protect Users & Drive Adoption

Cloaked; Lowell (MA); On-site; USD 42,000 - 65,000; Full time

Job summary

Cloaked is seeking a customer-facing support specialist to 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.

You will diagnose issues, help with subscriptions and account details, and collaborate with product and engineering teams to improve workflows,

Qualifications

• 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

Responsibilities

• 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

Skills

Customer support

Tech industry knowledge

Written and verbal communication

Problem solving

Content creation (videos/docs)

Job description

Cloaked is seeking a customer-facing support specialist to 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.

You will diagnose issues, help with subscriptions and account details, and collaborate with product and engineering teams to improve workflows,