Future Opportunities in Customer Support

SpyCloud

SpyCloud

Customer Service
Austin, TX, USA
Posted on Thursday, January 11, 2024

At SpyCloud, we believe in the power of talent. We are always on the lookout for exceptional individuals looking to make a difference in the world each and every day. Want to work for a company where you can proudly stand behind the company mission? At SpyCloud, we don’t just provide security solutions; we pioneer them. We’re more than a workplace; we’re a team of visionaries, problem-solvers, and trailblazers, transforming the way the world approaches cybersecurity. Our commitment to excellence, innovation, and employee well-being has earned us the reputation of being one of the best places to work in the industry.

If you, or someone you know is looking for a great opportunity in Customer Support at SpyCloud, we welcome you to apply!

Customer Support

Austin, Texas

Job Description/Summary:

Customer Support has a central focus of always delivering world class support by providing a timely and satisfactory resolution to SpyCloud’s customers. Accountable for setting and holding quality support standards, providing and delivering the highest levels of customer satisfaction. This is a role must be an expert on the products your team is supporting along with the ability to deliver and drive value with our customer relationships.

Primary Responsibilities:

  • 24x7 Support team
  • Support our growth and initiatives through world-class customer experience driven by meeting/exceeding SLAs, customer satisfaction and scores through a data-driven approach
  • Resolves customer issues/questions while delivering exceptional turnaround times
  • Day-to-day operational and technical support and maintain positive relationships with our customers.
  • Ensure customer tickets, emails and calls get answered within the defined time-period
  • Focus on lifetime value to ensure that we are building the set of services to support our customers as their needs grow
  • Work cross-functionally with customer success management and others to deliver feedback and ensure the overall experience is seamless and focused on customer needs

Key Qualifications and Requirements:

  • Current knowledge of industry trends in customer support including best practices and progressive, cutting edge CRM and support tools
  • Ability to identify and remove friction from the support process and the ability to develop and implement internal service tooling to automate processes
  • Experience with highly technical and demanding customers who demand exceptional enterprise performance from our products and services
  • Metrics oriented individual that can organize support and troubleshoot for all SpyCloud offerings
  • Track record of delivering continual improvements & automations against high standards of quality

Highly Desired Skills:

  • 5+ years of Customer Support experience
  • Experience working for a Software as a Service (SaaS) company
  • Cyber security and ATO prevention experience a plus

Education:

  • BA/BS/Undergraduate
  • Zendesk experience is a plus

Benefits + Perks

As a mission-driven organization we are committed to working alongside individuals who are equally passionate about preventing cybercrime regardless of what department they are in or role they may have. Being led by our core values in all business decisions, we absolutely lean into being united on this front and in doing so we also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:

401(k)

Health, Vision and Dental Insurance

Generous PTO Plan

In-office meals provided

About SpyCloud

SpyCloud transforms recaptured data to protect businesses from cyberattacks. Its products leverage a proprietary engine that collects, curates, enriches and analyzes data from the criminal underground, driving action so enterprises can proactively prevent account takeover and ransomware, and protect their business and consumers from online fraud. Its unique data from breaches, malware-infected devices, and other underground sources also powers many popular dark web monitoring and identity theft protection offerings. SpyCloud customers include half of the ten largest global enterprises, mid-size companies, and government agencies around the world. Headquartered in Austin, TX, SpyCloud is home to over 150 cybersecurity experts who aim to make the internet a safer place.

Who We Are

SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com.

SpyCloud is not sponsoring visas at this time.

Learn more and apply: https://spycloud.com/company/careers/