Customer Support Specialist
About Oneleet
Oneleet is one of the fastest-growing security and compliance platforms in history. We are on a mission to change the compliance and security industry by making cybersecurity and compliance effective, easy, and painless. We provide a platform that helps companies build, manage, and monitor their cybersecurity programs and achieve compliance standards such as SOC 2 and ISO 27001 efficiently, without cutting corners.
Having just raised a $33 million Series A, we are rapidly growing in customers and employees. Our team has decades of experience in security and compliance. Join our team of opinionated rebels and help us build a category-defining company reshaping the broken and fragmented compliance and cybersecurity industry.
Who we’re looking for
We value passionate self-starters with a growth mindset and a bias for action and personal accountability. If you love solving hard problems, thrive in ambiguity, and want to make a real impact, you’ll fit right in.
We’re especially drawn to:
Rebels with a cause — frustrated with the status quo and eager to disrupt it.
Opinionated (but not obstinate) builders — decisive yet collaborative, who help us move fast.
Clear communicators — who own their ideas and follow through.
Our mission is simple: make effective cybersecurity painless. We believe cybersecurity should empower, not burden. This belief unites our team and drives every decision we make.
If you’re ready to challenge the status quo and help shape the future of cybersecurity, we’d love to meet you.
About the Role
We're building Oneleet's customer support function from the ground up, and this is one of the first hires. As a Customer Support Specialist, you'll be the first point of contact for our customers — a mix of technical and non-technical stakeholders navigating compliance for the first time.
You'll work primarily through Slack shared channels and email, with a high bar for response time. Our standard is a first response within 15 minutes — because our customers can't afford to wait.
This is a foundational role with real room to grow. You'll help shape how support works at Oneleet, contribute to the knowledge base, and have direct visibility into how the product is experienced day-to-day.
What You'll Do
Monitor and respond to customer questions across Slack shared channels and the support ticket queue
Resolve platform navigation, onboarding, billing, and pentest scheduling inquiries
Triage incoming requests and route escalations to the right internal team with full context documented
Send timely holding responses on escalations so customers always know what's happening
Log and tag all interactions accurately in our ticketing system (Pylon)
Identify recurring issues and contribute answers to the internal knowledge base
Collaborate with Security Program Managers, CS, and Engineering to resolve customer issues efficiently
What We're Looking For
Required
2+ years in a customer-facing support or success role at a SaaS company
Exceptional written communication — clear, concise, and warm under pressure
Comfortable managing high volume across multiple channels simultaneously
Strong organizational instincts — nothing falls through the cracks on your watch
Self-directed and able to work autonomously in a fully remote environment
Available to work PST hours, specifically 9am PST - 7pm PST, whether you are located on PST or flexing your hours
Nice to have
Familiarity with compliance frameworks (SOC 2, ISO 27001) or willingness to learn quickly
Experience with Pylon, HubSpot, or Slack-based support workflows
Prior experience at an early-stage or high-growth startup
What to Expect
Fast-paced environment — we're growing 2x and the support function is being built in real time
High ownership — you won't be handed a fully built playbook. You'll help write it.
Direct impact — your work directly affects whether our customers hit their compliance goals on time
Collaborative team — you'll work closely with Security Program Managers, CS, and Engineering, not in a silo