Customer Experience Specialist

What's Guardio?

Guardio is a B2C cybersecurity startup offering security and privacy solutions directly to consumers - regular people, not corporate companies. We develop products you’d want for yourself, your parents, family, and friends. Our goal is to protect real people from cyber problems and crime. We try and avoid buzzwords, but sometimes those keywords are necessary: we help our customers avoid and combat the modern world’s security threats, like phishing, financial scams, malware, browser hijacking, identity theft, data leaks, and a whole lot more.

Guardio is a relatively small company (we just passed 70 people) on a rapid growth path, and we’re looking for core team members to join our team. We already have well over a million registered customers and plenty of new products and features in the pipeline.

So, what's the job?

We are looking for a Customer Experience Specialist to join our Customer Experience team. You’ll play a pivotal part in representing Guardio, becoming our users' primary point of contact. Your insights from direct user interactions will be invaluable in identifying areas for product improvement and enhancement, contributing significantly to our ongoing growth and success.

The Customer experience team at Guardio extends beyond supporting our customers. Our ability to provide outstanding customer experiences directly affects customer satisfaction, preventing churn, and fostering long-term relationships.

You will:

• Prioritize customer needs above all while resolving issues efficiently.
• Regularly update and revise our existing Zendesk knowledge base content, processes, and automation to drive efficiencies.
• Identify opportunities/problems to solve, and deliver on projects and solutions that drive our company forward.
• Collaborate with the Product, Marketing, and Security teams to solicit feedback.
• Establish writing guidelines based on knowledge base best practices to ensure all representatives (internal and vendors) are in sync with Guardio’s voice.
  
  

• English mother tongue - a must
• 3+ years experience in a customer experience role on a B2C hi-tech company
• Experience with the Zendesk platform, primarily in Guide, Explore, and Support or an equivalent system.
• Data-oriented, capable of leveraging quantitative insights to drive informed decision-making and optimize knowledge base performance.
• Experience in scaling an internal knowledge system
• Curiosity in the cyber security domain; ability to learn independently from documentation and product exploration