Customer Experience Representative - Remote Eligible

Customer Experience Representative

At Secureframe, we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes' next billion dollar startups, TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards.

As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking. Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google's AI Fund), BoxGroup, Village Global, and many more.

About the role

This role is an opportunity to be an integral part of the customer's journey here at Secureframe. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and post-sales procedures. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.

Benefits

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

What you'll do

• Become a technical product knowledge expert on our platform with guidance from our team members. We're a team, and your success is our success!
• Provide a positive experience to the customer within our internal SLA
• Coordinate with internal engineering on the QA of bugs and feature requests to improve our products
• Timely and accurately respond to our customers' queries within the established SLAs
• Serve as a technical expert to increase satisfaction when working with customers via phone calls, email, or video calls
• Work alongside our Customer Success Managers to help customers smooth out the compliance journey
• Analyze and share feedback with our Engineering team to troubleshoot issues and track their impact, and fixes
• Analyze and report feature requests to the Product Team
• Look for and recommend improvements to current workflows and features. Promote the ongoing internal learning and success of our team by sharing knowledge via collaboration
• Create internal documentation around best practices

Who we're looking for

• 3 years minimum of relevant work experience
• Experience with support and ticketing systems like Zendesk, Jira, SFDC, etc
• Resourceful, self-starter, and customer-centric
• Can meet customers where they are in terms of a technical knowledge standpoint
• Showcase your experience supporting AWS, we want you to be the expert in the group
• A problem solver, to assist our customers with technical questions and issues. Come up with solutions and communicate with both technical and non-technical users
• Adept at technical documentation
• Ability to work Pacific Time regardless of your location

Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company. Therefore, all employees must be able to travel by air to company offsites two to four times per year (reasonable accommodations will be made where appropriate). We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe. Please note: Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses. No Fees: We never ask for payments or fees from job applicants at any stage.