Customer Trust Analyst (Information Security)

Our Information Security team is a trusted partner to the business, building security, privacy, and trust into how Talkdesk operates and how we serve our customers. We focus on practical, scalable controls that protect customers and employees while enabling the business to move quickly. As Talkdesk pioneers Customer Experience Automation, our team plays a central role in earning and maintaining customer trust in how we build, deploy, and govern AI.

Are you energized by turning a thirty-minute engineering conversation into a three-sentence customer answer?

As a Customer Trust Analyst on the Information Security team, you will be the front line of how Talkdesk talks to its customers about security, privacy, and trust — owning customer security questionnaires and RFPs, maintaining our customer-facing trust collateral, and acting as an internal champion for InfoSec across the organization.

What you'll do:

Depending on your profile and experience, your responsibilities may include:

• Run the end-to-end intake, triage, and response process for customer security questionnaires, RFP security sections, and ad-hoc prospect/customer security questions.
• Translate complex technical security and privacy controls into clear, accurate, professional responses suitable for procurement, legal, and security audiences.
• Operate and continuously improve the response knowledge base (e.g., Responsive, Loopio, Conveyor), keeping answers current as products and controls evolve.
• Own SLAs for inbound requests and provide visibility to Sales and CS on status and turnaround.
• Use AI-assisted response tooling to draft first-pass answers, then review, validate, and refine for accuracy — never publishing AI output unverified.
• Maintain Talkdesk's Trust Center and customer-facing security and privacy collateral: security overviews, compliance attestation summaries, AI governance one-pagers, sub-processor pages, and supporting whitepapers.
• Partner with Legal, Privacy, and Product to keep collateral aligned with the latest certifications, sub-processor changes, AI capabilities, and product releases.
• Write and maintain customer-facing AI governance content (model usage, data handling, opt-out mechanisms, ISO 42001 status, AI sub-processors) as customer expectations around AI transparency continue to grow.
• Equip Account Executives, Solutions Engineers, and Customer Success Managers to handle routine security conversations through pre-call briefings, FAQs, and enablement sessions.
• Join high-stakes prospect or customer security calls as the InfoSec representative when needed.
• Run the internal Security Champions program — recruiting champions across engineering, product, IT, and CS, providing enablement, and maintaining engagement.
• Drive InfoSec awareness internally through clear, useful, non-preachy communications and content.
• Partner with engineering and product managers so material product changes get reflected in customer-facing trust documentation promptly.
• Maintain documentation in Confluence and track work in Jira.

Must have

• 2-4 years of experience in InfoSec, GRC, customer trust, security assurance, or technical pre-sales support, ideally in a B2B SaaS environment.
• Strong written communication: ability to translate technical security controls into clear language for non-technical audiences (Legal, Procurement, Executives) without losing accuracy.
• Working knowledge of common security frameworks (SOC 2, ISO 27001, NIST CSF) and privacy regulations (GDPR).
• Comfortable working alongside engineers: can interview a product or platform engineer to understand how a feature handles data, reads architecture diagrams without needing them re-explained, and is familiar with cloud security concepts (multi-tenancy, encryption at rest/in transit, IAM, logging) at a level sufficient to ask good follow-up questions.
• Familiarity with AI security risks (e.g., OWASP Top 10 for LLMs) and AI governance principles (NIST AI RMF, ISO 42001).
• Experience working in Google Workspace, Confluence, and Jira.
• Fluent in English (written and spoken).
• Strong analytical and critical-thinking skills.
• Comfortable working in fast-paced, sometimes high-pressure situations, including end-of-quarter deal pushes.

Nice to have

• Hands-on experience with a questionnaire response platform (Responsive, Loopio, Conveyor, or similar).
• Experience maintaining a Trust Center or customer-facing security/privacy collateral.
• Exposure to running a Security Champions program or another internal security awareness/engagement program.
• Familiarity with security standards and frameworks beyond the must-haves (e.g., HIPAA, PCI DSS, FedRAMP, NIST 800-53, CIS, OWASP, SANS).
• Relevant certifications such as CIPP/E, ISO/IEC 27001 Lead Implementer / Lead Auditor, or CompTIA Security+.
• Bachelor's degree or equivalent experience.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.