Cloaked 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