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Support Associate

3 months ago

Bodega Bay, United States Upfort Full time
Job DescriptionJob Description

Joining Upfort today means seeing all parts of the business. You'll grow with our team and shape our culture from the earliest stages. Your contributions will become the foundations of our product and processes, enabling us to continue growing and scaling.

You'll be a great fit if:

  • You enjoy figuring out what to work on and teaching yourself whatever you need to get things done
  • You take pride in being a subject matter expert while understanding the big picture
  • You enjoy the autonomy of planning out your own workweek and the freedom to act on your plans

We offer W2 employment to US-based team members and full-time contractor positions to team members located outside the US.

We're backed by Syn Ventures, Eniac Ventures, Y-Combinator, Fika Ventures, Lightbank, Cyber Mentor Fund, and other leading investors.

About the Role

Upfort is growing fast. We are looking for a Support Associate to join our Customer Success team. In this role, you'll be on the front line of working with Upfort users throughout their lifecycle. We protect a wide variety of organizations - anything from small accounting firms to fast-growing software startups and mature thousand employee organizations. You will be answering questions and engaging with users ranging from non-technical operation employees to security operations teams and senior executives.

Your role is to ensure customers are seeing enormous value from our suite of cyber solutions and help serve as a trusted "voice of the customer" back to the Product and Engineering teams. We're looking for creative problem solvers excited to make an impact and translate user feedback into feature requests and bug fixes.

This is an individual contributor role that reports to the Security Support Team Lead.

You should be excited about the idea of stepping into a role where the "perfect" template doesn't exist and eager to own outcomes in a fast-paced environment with plenty of ambiguity. We're looking for someone with a growth mindset, a bias towards action, and above all else a problem solver. Culturally, people with low egos, high EQs, intellectual curiosity, and a bit of a tinkerer side tend to feel among their tribe at Upfort.


Compensation: $20-30 / per hour

Responsibilities
  • Solve customer problems by responding to incoming customer questions (support tickets, phone calls, etc.) in a timely, helpful, and professional manner
  • Research issues by testing user flows and clearly document evidence
  • Assist in identifying issues that negatively impact end user experiences, take corrective action, and work closely with partner teams (Product and Engineering) to resolve
  • Lead demos and onboard companies to Shield, delivering predictable experiences and strong customer adoption
  • Serve as the trusted partner for end users on product functionality and cybersecurity best practices generally.
  • Develop process documentation for existing and best practices for common responses to customer questions and newly implemented processes. Maintain a list of FAQs.
  • Partner with Product Management, Engineering, and the rest of the Success team to share customer use cases and pain points. Collect customer feedback and synthesize for the team internally on new products and features.
  • Display empathy for customer needs and keep stakeholders (internal/external) informed.
Minimum qualifications
  • Able to work in PST (1-5 pm PST, Mo-Fri)
  • 2+ years in a support/service environment focused on SaaS or software
  • Strong problem solving skills and ability to logically break down ambiguous issues
  • You enjoy building relationships with customers and solving their problems. For you, positive customer feedback makes you smile and brightens your day.
  • You lead with patience and kindness, especially when handling tough cases.
  • Strong ability to prioritize and "get sh*t done". You possess a strong sense of urgency in driving projects to completion. Can speak to past experiences of getting projects across the finish line repeatedly and on-time.
  • Strong written and verbal communication skills along with the ability to explain technical topics to non-technical audiences.
  • You're naturally curious, love learning new things, and are proactive in sharing knowledge with others.
  • High tolerance for ambiguity. You should be excited that your priorities will change over time, in large part based on what you see as the highest-impact end user issues that need to be resolved.
  • Low ego. You know when something is over your head and aren't afraid to ask for help.
Bonus qualifications
  • Cybersecurity knowledge or experience
  • Experience with our customer support stack is helpful but not required (ZenDesk, Asana, Jira, Confluence, Slack)
About Upfort

In our hyper-connected digital economy, cyber risk has become the top business concern. Cybercrime is wreaking havoc on organizations large and small - causing a trillion-dollar drain on the global economy. Most organizations are underprotected and underinsured as achieving cyber resilience is complicated, expensive, and time-consuming.

Upfort is on a mission to accelerate the world's journey to cyber resilience by democratizing access to effective, affordable cyber security, insurance, and expertise.

Our platform is transforming how cyber risk is assessed, mitigated, and transferred with intelligent automation, proprietary data, and delightful user experiences. We are already defending thousands of organizations' employees, systems, and data against modern cyber threats and growing quickly. Our tight-knit, focused, team is unified by a passion for helping our customers stay ahead of cybercriminals. Every Upforter is an owner of our business, our culture, and the outcomes we deliver to our customers.

We take a partner-led approach and work with leading stakeholders in both the insurance and security communities to make cyber resilience achievable for all.

Benefits & Perks

Upfort provides a number of benefits to help you bring your best self to work:

  • Competitive compensation
  • Generous Equity packages
  • Health, dental, and vision insurance (W2 employees)
  • Flexible work schedule and location
  • PTO, Parental leave, and unlimited sick time
  • 401(k) plan (W2 employees)
  • Technology allowance - tell us what tools and tech you need to get your job done, and it's yours.

Where is this role located?
Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable. You might be required to be available during times when most team members can collaborate (9:00am to 2:00pm U.S. Pacific Time).

Equal Employment Opportunity Statement:
Upfort is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Upfort is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Upfort are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Upfort will not tolerate discrimination or harassment based on any of these characteristics. Upfort encourages applicants of all ages. Upfort will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

CCPA and GPDR disclosure notice here.