Customer Support - Privacy Consultant

About Cloaked

Cloaked 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