Job Description

SecurityPal is an early-stage startup based out of San Francisco. We are on a mission to help companies and organizations grow faster by speeding up the process of critical security audits and documentation. We help automate significant portions of critical security audits and documentation. This helps our customers save a lot of time and resources from their sales, security, and engineering leaders. We are currently working with several unicorns (Airtable, Figma, etc.) as well as other smaller but fast-growing startups in the United States and Europe.

We are seeking a Customer Support Associate to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues. This position can be in San Francisco or REMOTE WITHIN THE USA. We do not sponsor VISAs at this time.

SecurityPal NEEDS YOU because of your ability to build and maintain valuable, long-term relationships. As a Customer Support Associate, you will be responsible for: RESPONSIBILITIES:

• Managing the daily intake process for questionnaires and other customer requests in Help Scout
• Building and maintaining rapport with new and existing customers
• Managing and ensuring customer happiness via surveys and feedback
• Providing ongoing customer support for onboarding and questionnaire completion
• Resolving or escalating customer complaints and concerns to the appropriate level
• Improving processes, workflows, and policies around customer success
• Develop and maintain a knowledge base of the evolving products and services

​QUALIFICATIONS:

To be a competitive candidate you should have the following skills:

• Strong written and verbal communication and interpersonal abilities
• Excellent customer service skills — experience working with customers or clients at another startup/nonprofit/organization is a plus!
• Top-notch project management, prioritization, and time management skills
• Emotional and relational intelligence in order to empathize, process, and successfully resolve various customer experiences
• Ability to work in a fast-paced startup environment
• Experience with HelpScout or other CRM/project management tools is a plus!
• 1 year of customer support experience is preferred, but not required.

PLEASE SEND A COVER LETTER AND RESUME TO CHRISTINE@SECURITYPALHQ.COM (we are hyper detail-oriented so please follow this instruction. Consider it your first test :) )

Company Description

Headquartered in San Francisco, California, we are a rapidly-growing startup solving a very big problem in a very unique way. We are incredibly diverse in our backgrounds, coming from all walks of life. We all work hard cohesively toward a common goal: to deliver as much value and time savings as we possibly can to our customers. We recognize our customers are the lifeblood of the company and treat them as such. This is why it is so important we continue hiring the right people who possess a burning desire to ensure our customers achieve ever-greater levels of success and, in turn, bring us more customers.