Remote Customer Support Specialist — Early-Stage SaaS

Oneleet; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health & wellness ben ef

20 days PTO per year, plus 8 floating

Remote work culture

Team off-sites in stunning places

Competitive compensation & equity

Job summary

Oneleet is a remote-first security and compliance platform hiring a Customer Support Specialist to be the first point of contact for customers navigating compliance for the first time. You’ll respond via Slack and email with a fast, friendly, and accurate support experience.

You’ll help shape how support works as the team grows, contribute to the knowledge base, and work closely with Security Program Managers, CS, and Engineering to resolve issues that block compliance goals.

Qualifications

• Minimum 2 years in a customer-facing SaaS support or success role.
• Exceptional written communication — clear, concise, and warm under pressure.
• Comfortable managing high volume across multiple channels simultaneously.
• Strong organizational instincts — nothing falls through the cracks on your watch.
• Self-directed and able to work autonomously in a fully remote environment.
• Available to work PST hours, specifically 9am PST - 7pm PST.

Responsibilities

• Monitor and respond to customer questions across Slack shared channels and the support ticket queue.
• Resolve platform navigation, onboarding, billing, and pentest scheduling inquiries.
• Triage incoming requests and route escalations to the right internal team with full context documented.
• Send timely holding responses on escalations so customers always know what's happening.
• Log and tag all interactions accurately in our ticketing system (Pylon).
• Identify recurring issues and contribute answers to the internal knowledge base.
• Collaborate with Security Program Managers, CS, and Engineering to resolve customer issues efficiently.

Skills

Customer support

Written communication

Time management

Remote work

Autonomy

Tools

Pylon

HubSpot

Slack

Job description

Oneleet is a remote-first security and compliance platform hiring a Customer Support Specialist to be the first point of contact for customers navigating compliance for the first time. You’ll respond via Slack and email with a fast, friendly, and accurate support experience.

You’ll help shape how support works as the team grows, contribute to the knowledge base, and work closely with Security Program Managers, CS, and Engineering to resolve issues that block compliance goals.