Customer Experience Representative - Remote

Overview

At Secureframe, we are at the forefront of revolutionizing cybersecurity compliance. As a Customer Experience Representative, you will play a crucial role in establishing our reputation for excellent customer support during all sales and post-sales procedures.

In Short

• Become a technical product knowledge expert on our platform.
• Provide a positive experience to customers within established SLAs.
• Coordinate with internal engineering on QA of bugs and feature requests.
• Respond to customer queries in a timely manner.
• Serve as a technical expert to increase customer satisfaction.
• Work alongside Customer Success Managers to assist customers.
• Analyze and share feedback with the Engineering team.
• Recommend improvements to workflows and features.
• Create internal documentation around best practices.
• Collaborate with the team to promote ongoing learning.

Requirements

• 3 years minimum of relevant work experience.
• Experience with support and ticketing systems like Zendesk, Jira, SFDC.
• Resourceful and self-starter.
• Ability to meet customers at their technical knowledge level.
• Strong problem-solving skills for technical questions.
• Adept at technical documentation.
• Ability to work Pacific Time regardless of location.

Benefits

• Medical, dental, and vision benefits for you and your dependents.
• Flexible PTO.
• 401(k).
• Paid family leave.
• Ground floor opportunity as an early member of the team.