Remote Product Support Specialist - Cyber Risk Platform

Black Kite; New Hampshire; On-site; USD 60,000 - 75,000; Full time

Job summary

Black Kite is seeking a Product Support Specialist to be the frontline voice for customers, solving real issues and guiding users on the TPCRM platform. This remote role offers exposure to a market-leading product and opportunities to grow within cybersecurity.

You will deliver fast, high-quality support via Zendesk and email, build deep product knowledge, and collaborate across teams to improve the user experience while ensuring high customer satisfaction.

Qualifications

• 1-3 years supporting a SaaS product.
• 1-3 years in customer service.
• Comfortable working independently and as part of a team.
• A working understanding of core security concepts.
• Genuine curiosity about cybersecurity.
• Sharp troubleshooting instincts and the ability to explain issues clearly to clients.
• Meticulous attention to detail and discipline in documenting changes.
• Strong collaboration skills.
• Excellent organizational skills.
• Excellent written and verbal communication.

Responsibilities

• Partner with the Product Support Specialist II and Manager on assigned tasks from start to finish.
• Deliver fast, high-quality, personalized support to customers via Zendesk and email.
• Drive high satisfaction scores through quick, thorough replies and resolutions.
• Build deep, hands-on expertise across the Black Kite platform.
• Route customers to the right internal team quickly and accurately.
• Spot friction points and flag product improvements that make the platform easier to use.
• Maintain and update reporting systems to track trends and performance.
• Help manage and refresh content in Black Kite's Product Help portal.

Skills

SaaS support

Customer service

Independent worker

Security concepts

Cybersecurity interest

Troubleshooting

Communication skills

Attention to detail

Team collaboration

Organization

Job description

Black Kite is seeking a Product Support Specialist to be the frontline voice for customers, solving real issues and guiding users on the TPCRM platform. This remote role offers exposure to a market-leading product and opportunities to grow within cybersecurity.

You will deliver fast, high-quality support via Zendesk and email, build deep product knowledge, and collaborate across teams to improve the user experience while ensuring high customer satisfaction.