Customer Support - Privacy Consultant

ABOUT CLOAKED

Cloaked https://www.cloaked.com/ is a consumer privacy and identity platform on a mission to give people back control of their personal data. We let anyone generate unlimited identities - masked emails, phone numbers, and payment cards - scrub their information off data-broker sites, and shield themselves from spam, scams, and breaches, all from one app. Backed by a $375M Series B, we've protected 10M+ identities and removed 1B+ records from the data brokers who profit off personal information. Now we're building the AI-native future of privacy: autonomous agents that monitor, manage, and defend your digital footprint for you.

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