Customer Support Specialist

Oneleet is a fast-growing security and compliance platform helping companies build, manage, and monitor cybersecurity programs and achieve standards like SOC 2 and ISO 27001. The Customer Support Specialist will be an early hire building the support function, serving as the first point of contact to help customers successfully navigate the product and their compliance journey.

• 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 appropriate internal team with full context documented.
• Send timely holding responses on escalations to keep customers informed.
• Log and tag all interactions accurately in the ticketing system (Pylon).
• Identify recurring issues and contribute answers to the internal knowledge base.
• Collaborate with Security Program Managers, Customer Success, and Engineering to resolve issues efficiently.

• 2+ years in a customer-facing support or success role at a SaaS company.
• Exceptional written communication (clear, concise, and warm under pressure).
• Ability to manage high volume across multiple channels simultaneously.
• Strong organizational skills and attention to detail.
• Self-directed and able to work autonomously in a fully remote environment.

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.
• Experience at an early-stage or high-growth startup.

• Remote-first, globally distributed team.
• Primary support channels: Slack shared channels and email.
• High response-time expectation with a standard first response within 15 minutes.
• Fast-paced environment with high ownership and opportunity to help build the support playbook.
• Comprehensive health and wellness benefits.
• Competitive compensation and equity.
• Generous PTO including floating holidays.
• Quarterly off-sites (e.g., Amsterdam, Italy).
• Global hiring via compliant arrangements (including EOR/PEO where applicable); U.S. candidates subject to E-Verify.