What are the responsibilities and job description for the Customer Support Specialist position at Oneleet?
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:
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
Required:
Why Oneleet?
At Oneleet, you’ll join a tight-knit team of rebels redefining the cybersecurity industry. We move fast, own our work, and challenge outdated models to make security effortless and effective for companies.
Here’s what makes us special:
We’re a remote-first company and hire globally in regions where we can legally engage talent—either directly or via our employer-of-record (PEO) partner. If you’re based outside the U.S., we’ll explore the most compliant hiring arrangement for your location.
U.S. Hiring & E-Verify
For U.S.-based candidates, Oneleet participates in E-Verify to confirm employment eligibility, in accordance with federal regulations.
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.
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
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
- 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
- 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
- Salary: $50,000–$65,000 USD (based on experience)
- Remote-first, globally distributed team
- Additional benefits to be confirmed during the hiring process
Why Oneleet?
At Oneleet, you’ll join a tight-knit team of rebels redefining the cybersecurity industry. We move fast, own our work, and challenge outdated models to make security effortless and effective for companies.
Here’s what makes us special:
- We value impact over titles, autonomy over micromanagement, and clarity over jargon.
- You’ll tackle meaningful, hard problems with real-world consequences.
- You’ll work with smart, kind, and ambitious teammates who lift each other up.
- Comprehensive health & welless benefits
- Competitive comp & equity
- Generous PTO, including floating holidays to honor what matters most to you
- Flexible, remote work culture
- Quarterly off-sites to cool places (Amsterdam, Italy, etc).
We’re a remote-first company and hire globally in regions where we can legally engage talent—either directly or via our employer-of-record (PEO) partner. If you’re based outside the U.S., we’ll explore the most compliant hiring arrangement for your location.
U.S. Hiring & E-Verify
For U.S.-based candidates, Oneleet participates in E-Verify to confirm employment eligibility, in accordance with federal regulations.
Salary : $50,000 - $65,000