Respond to customer support requests and pre-sale inquiries through Zendesk, web, email, and internal ticketing systems. Educate customers, troubleshoot issues, document cases and feedback, collaborate with internal teams on complex problems, identify potential user interface issues, and escalate unresolved concerns while meeting service-level goals.
About DeleteMe, The Online Privacy Company
DeleteMe is a rapidly growing SaaS privacy business operating globally and remotely – we are the emerging leader based on customers and revenues in a fast-growing nascent category of consumer and enterprise security Privacy Services. What we do - our mission - matters because we are restoring a sense of privacy, fairness, and control to personal data in the possession of others. Easier, simpler, control underpinned by a suite of new data privacy laws being passed worldwide will play a part in greater personal security, freedom, and in stronger democracies in an era where data collection is at unprecedented levels. This is what our work and brand stand for and we are building a large, sustainable, for-profit business to catalyze this. We have strong B2C and B2B businesses with respective product offerings informed by feedback from an active customer base growing between 30% and 200% year/year. DeleteMe is well-capitalized: profitable for the last three years with an 8-figure balance sheet and large-scale venture firms as investors.
DeleteMe is led by a passionate team, backed by premier investment firms, and supercharged by a strong mission to empower consumers with privacy.
Job Title:
CUSTOMER SUPPORT REPRESENTATIVE
Job Summary:
The Customer Support Representative reports directly to the Team Leader. This role involves interacting with existing and potential customers. After extensive training in this role, the CSR will respond to support requests via Zendesk to resolve support concerns and answer pre-sale inquiries.
Job Responsibilities:
Educate customers on best practices
Document information about the case, resolution, or feedback in order to help inform the strategic direction of the company
Partner with internal teams to resolve complex issues while championing our customers’ needs throughout the process
Resolve inquiries received via web, email, and internal ticketing system in a timeframe consistent with department and team service levels and goals
Identify potential user interface issues and elevate for resolution
Elevate customer issues that cannot be resolved to the Deleteme Support team leader
Job Requirements:
Strong communication and interpersonal skills, including written skills
Adept troubleshooting, problem-solving, and critical thinking
Passion for learning and an ability to communicate complex issues in a clear and educational manner
Ability to adapt to rapid changes in the workplace
Proficient in using technology and navigating multiple systems
What We Offer:
Benefits and eligibility may vary based on role, location, employment status, and other factors.
- Comprehensive health benefits - Medical, Vision, Dental
- 401k retirement plan
- Paid Parental Leave
- 20 days of Paid Time Off
- 11 Company-Paid Holidays
- Birthday Off
- Work From Home Stipend
- Cell Phone Reimbursement
- Fitness Membership Reimbursement
- Child Care Reimbursement
- DeleteMe Gold Membership
- Discounted DM Plans for Friends and Family
DeleteMe Boston, Massachusetts, USA Office
Boston, MA, United States
DeleteMe Somerville, Massachusetts, USA Office
Somerville, MA, United States
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