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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support within a SaaS environment, effectively managing inquiries and escalations while collaborating with cross-functional teams. Proficient in utilizing support tools and frameworks to enhance customer experience and streamline processes.
Highest-signal resume keywords
Customer Support ExperienceExceptional Written CommunicationFamiliarity With Compliance FrameworksExperience With PylonAbility To Work Autonomously
About the role
Key responsibilities & impact- 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
- Log and tag all interactions accurately in Pylon
- Identify recurring issues and contribute answers to the internal knowledge base
- Collaborate with Security Program Managers, Customer Success, and Engineering to resolve customer issues efficiently
- Help build Oneleet’s customer support function and shape support processes
Requirements
What you’ll need- 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
- Self-directed and able to work autonomously in a fully remote environment
- Available to work PST hours, specifically 9am PST - 7pm PST
- 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
Benefits
Comp & perks- Comprehensive health & wellness benefits
- 20 days PTO per year
- 8 floating holidays
- Remote work culture
- Team off-sites in stunning places (Amsterdam, Italy, etc.)
- Competitive compensation
- Equity
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportIssue ResolutionTriage RequestsKnowledge Base ContributionOnboarding Assistance
Soft Skills
Strong Organizational InstinctsClear Communication Under PressureSelf-Directed Work Ethic
Tools & Technologies
PylonHubSpotSlack
Industry Keywords
SaaSCompliance FrameworksSOC 2ISO 27001High-Growth Startup