Cloaked https://cloaked.com/ is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremost - with individual privacy and opt-in at the core. Our product is a virtual “cloak” that you use as you visit any website — Facebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference.
ABOUT THIS ROLE
This is a customer-facing support role at the heart of Cloaked's mission. You'll be the first line of defense for users navigating their privacy journey - diagnosing issues, digging into root causes, and holding yourself to the highest standard of customer care. If you believe privacy is a right and want to actively protect it for real people, this is the role for you.
WHAT WILL YOU DO?
- Perform the best in class privacy support to the world
- Help users' subscription states, account details and other customer requests
- Work with the team to ensure workflows that satisfy users, efficiently
- Ensure that our most common inquiries are resolved within a week
- Serve as a primary point of contact for Cloaked users
- Proactively engage with customers to understand their goals, challenges, and use cases
- Develop and execute account plans to drive product adoption, customer satisfaction, and retention
- Serve as the escalation point for complex technical issues, providing expert guidance to resolve challenging customer problems
- Collaborate with the product development team to address recurring issues and contribute to product improvements
- Stay up-to-date with the latest trends and technologies in password management and online security to provide informed support
- Become an expert in our product offerings and stay updated on new features and updates
- Conduct product training sessions and create educational content to help customers maximize the value of our solution
- Collaborate with the product team to share customer feedback and contribute to product development strategies
WHAT SKILLS AND EXPERIENCES WILL HELP YOU?
- Experience working directly with customers or users and solving problems
- Experience in the technology sector is required, with a deep interest in the industry, trends, and the ability to connect with a tech-savvy audience
- Exceptional written and verbal communication skills are crucial to effectively engage with our community and convey our brand's values and mission
- Must be able to adapt to new problems and resolve them
- Experience in creating support resources such as videos, tutorials, or documentation is a plus, as it can enhance the user experience and provide valuable assistance to community members
WHAT DO WE LIKE?
- A get-it-done mindset. Our Privacy Support Team is driven to resolve problems in an immediate fashion
- Comfort working with various teams across the org to determine the best solution
- Passion for security and internet ethics
- Startup or growth-stage company experience
- Interest in data and analytics
- Care and respect of our customers’ privacy as if it were your own