Customer Support Specialist

ABOUT ONELEET Oneleet is one of the fastest-growing security and compliance platforms in history. We are on a mission to change the compliance and security industry by making cybersecurity and compliance effective, easy, and painless. We provide a platform that helps companies build, manage, and monitor their cybersecurity programs and achieve compliance standards such as SOC 2 and ISO 27001 efficiently, without cutting corners. Having just raised a $33 million Series A, we are rapidly growing in customers and employees. Our team has decades of experience in security and compliance. Join our team of opinionated rebels and help us build a category-defining company reshaping the broken and fragmented compliance and cybersecurity industry. WHO WE’RE LOOKING FOR: We value passionate self-starters with a growth mindset and a bias for action and personal accountability. If you love solving hard problems, thrive in ambiguity, and want to make a real impact, you’ll fit right in. We’re especially drawn to: - Rebels with a cause — frustrated with the status quo and eager to disrupt it. - Opinionated (but not obstinate) builders — decisive yet collaborative, who help us move fast. - Clear communicators — who own their ideas and follow through. Our mission is simple: make effective cybersecurity painless. We believe cybersecurity should empower, not burden. This belief unites our team and drives every decision we make. If you’re ready to challenge the status quo and help shape the future of cybersecurity, we’d love to meet you. ABOUT THE ROLE We're building Oneleet's customer support function from the ground up, and this is one of the first hires. As a Customer Support Specialist, you'll be the first point of contact for our customers — a mix of technical and non-technical stakeholders navigating compliance for the first time. You'll work primarily through Slack shared channels and email, with a high bar for response time. Our standard is a first response within 15 minutes — because our customers can't afford to wait. This is a foundational role with real room to grow. You'll help shape how support works at Oneleet, contribute to the knowledge base, and have direct visibility into how the product is experienced day-to-day. WHAT YOU'LL DO - 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 WHAT WE'RE LOOKING FOR REQUIRED: - 2+ years in a customer-facing support or success role at a SaaS company - 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, whether you are located on PST or flexing your hours NICE TO HAVE: - Familiarity with compliance frameworks (SOC 2, ISO 27001) or willingness to learn quickly - Experience with Pylon, HubSpot, or Slack-based support workflows - Prior experience at an early-stage or high-growth startup WHAT TO EXPECT - Fast-paced environment — we're growing 2x and the support function is being built in real time - High ownership — you won't be handed a fully built playbook. You'll help write it. - Direct impact — your work directly affects whether our customers hit their compliance goals on time - Collaborative team — you'll work closely with Security Program Managers, CS, and Engineering, not in a silo WHY ONELEET? At Oneleet, you’ll join a tight-knit team of rebels redefining the cybersecurity industry. We move fast, own our work, and challenge outdated models to make security effortless and effective for companies. Here’s what makes us special: - We value impact over titles, autonomy over micromanagement, and clarity over jargon. - You’ll tackle meaningful, hard problems with real-world consequences. - You’ll work with smart, kind, and ambitious teammates who lift each other up. PERKS & BENEFITS - Comprehensive health & wellness benefits - 20 days PTO per year, plus 8 floating holiday - Remote work culture - Team off-sites in stunning places (Amsterdam, Italy, etc). - Competitive compensation & equity We hire globally and compensate competitively within each market using geographic pay bands. The range for this role reflects a US national baseline. Offers for candidates in higher cost-of-labor markets (e.g., San Francisco, New York, Zurich) may fall at or above the top of the posted range, while offers in other markets are benchmarked to local standards and are lower. Within any range, individual compensation is determined by work location, skills and experience demonstrated through the interview process, and relevant education or training. This posting reflects base salary only and does not include equity or benefits. Remote-First & Global Hiring We’re a remote-first company and hire globally in regions where we can legally engage talent directly or via our employer-of-record (EOR) partner. If you’re based outside the U.S., we’ll explore the most compliant hiring arrangement for your location. We make hiring decisions based on merit, skills, and potential regardless of location. U.S. Hiring & E-Verify For U.S.-based candidates, Oneleet participates in E-Verify to confirm employment eligibility, in accordance with federal regulations. We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. How we use AI in this Hiring Process This company uses automated technology, including AI-assisted tools, to assist in reviewing applications, assessing candidate qualifications, and detecting fraudulent submissions. These tools analyze application data and identity signals to support, but not replace, human hiring decisions. All final hiring decisions are made by a human reviewer. Candidates who require accommodation or who wish to request information about how these tools are used, including requesting the bias audit results, may contact recruiting@oneleet.com. This process is conducted in compliance with applicable federal, state, and local laws. Notice for New York City Residents: You have a right to take at least 10 business days to decide whether to proceed with submitting your information through this process. By continuing, you confirm your understanding of this notice. If you choose to proceed before the 10-business-day period expires, you are making a knowing and voluntary decision to do so.