35K–50K USD / year
Customer Support Specialist
Customer successRemote — US, Latin America
Published on 2026-10-20
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About this role
Serve as a first point of contact for Oneleet customers using its cybersecurity and compliance platform. This foundational role handles support across Slack and email, resolves common issues, triages escalations, and helps build the support function and knowledge base.
About the company
Oneleet helps startups get and stay security-compliant with automated controls and evidence collection. It supports teams pursuing SOC 2 and similar frameworks.
The team
Customer Success
Stack
SlackPylonHubSpot
What you'll do
- Respond to customer questions in Slack shared channels and the support ticket queue.
- Resolve platform navigation, onboarding, billing, and penetration-testing scheduling questions.
- Triage and route escalations, keeping customers updated and documenting context.
- Log and tag interactions in Pylon and contribute answers to the knowledge base.
- Collaborate with Security Program Managers, Customer Success, and Engineering.
What we're looking for
- 2+ years in a customer-facing support or success role at a SaaS company.
- Exceptional written communication and ability to stay warm and concise under pressure.
- Comfort managing high volume across multiple channels while staying organized.
- Able to work autonomously in a fully remote environment.
- Available to work PST hours, between 9 a.m. and 7 p.m. PST.
Nice to have
- Familiarity with SOC 2 or ISO 27001, or willingness to learn.
- Experience with Pylon, HubSpot, or Slack-based support workflows.
- Experience at an early-stage or high-growth startup.
Benefits
- Equity
- 20 days of PTO per year plus 8 floating holidays
- Health and wellness benefits
- Team off-sites