Customer Support Specialist

About SecurityPal

SecurityPal, a fast-growing startup based out of San Francisco, is on a mission to help organizations power growth and innovation through unparalleled customer assurance.

Customers today seek continuous assurance that their data, privacy, and information assets are secured and protected. In modern B2B relationships, providing Customer Assurance (CAx)™ is mission-critical to growth and long-term success. We help assure our customers that their security, privacy, and GRC priorities are taken seriously, throughout the lifecycle of their organization’s growth.

Based out of San Francisco, California, SecurityPal has rapidly established itself as the partner of choice in delivering customer assurance to Fortune 500 and Global 2000 brands.

Overview: Customer Operations

Customer Operations is responsible for providing Customer Assurance to our Customers which ultimately drives the realization of Total Contract Value and client renewals and enables the go-to-market teams. Customer Operations is a 90 + people team with the main area of focus as:

1. Client Onboarding


2. Quality and SLA delivery


3. Feedback and issue resolution


4. Knowledge Library creation and maintenance; Provide Knowledge Library analytics and reports where needed.

About the Role

As a Customer Support Specialist at SecurityPal, you'll be on the frontline with our Customer Operations team, ensuring client satisfaction through timely and effective support. You'll address inquiries, acknowledge client’s requests, assist in delivering the best quality service, and maintain SLAs. Your role will involve clear communication, collaboration with internal and external teams, and contributing to process improvement initiatives. Additionally, you will assist in all four pillars of Customer Operations.

Responsibilities

• Assist in training new hires and providing ongoing mentorship to Associate Customer Support Specialists (ACSS), sharing knowledge and best practices to help them excel in their roles.


• Handle escalated customer inquiries and requests that require a higher level of expertise, providing solutions and guidance to ACSS as needed.
  
  
  
  • In the absence of ACSS, handle all incoming client requests.
  
  


• Take a proactive role in identifying inefficiencies or gaps in existing processes and procedures, proposing and implementing improvements to enhance productivity and customer satisfaction.
  
  
  
  • Lead or participate in cross-functional projects aimed at improving customer experience, coordinating efforts across teams, setting project milestones, and ensuring timely delivery of project objectives.
  
  


• Assess the quality of customer interactions and provide feedback to team members, ensuring adherence to SOPs and maintaining high standards of service delivery.


• Stay informed of emerging trends, technologies, and industry best practices related to customer support and operations, actively pursuing opportunities for personal and professional growth.


• Embrace opportunities for growth and improvement, actively seeking feedback and implementing solutions for enhancement.

Requirements and Skills:

• Demonstrated experience in applying cybersecurity compliance knowledge and innovative thinking in complex and non-routine contexts.


• Familiarity with SANS, NIST, SOC-2, ISO 27001/27002, GDPR, data privacy, business continuity, and major compliance frameworks.


• Strong communication and comprehension skills, with a keen attention to detail.


• Strong problem-solving skills and the ability to think critically under pressure.


• Proficiency in multitasking, task prioritization, and collaboration within dynamic team environments, and demonstrating adaptability.


• Exceptional written and verbal communication skills in English.

Qualifications:

• Bachelor's degree in Computer Science, Information Security, Information Technology, or equivalent.


• Prior experience or coursework in cybersecurity or customer support/success roles is preferred.

We are proud to be an equal opportunity employer, committed to fostering diversity and creating an inclusive environment for all employees.