Customer Experience Specialist

Description:

Guardio is on a mission to redefine consumer cybersecurity for the modern internet.



We operate at consumer scale, protecting millions of people every day across devices, accounts, and digital touchpoints. In a world where phishing, fraud, and AI-powered scams evolve overnight, Guardio stays ahead of the curve.

We move fast, think deeply, and build with purpose. Our culture is rooted in transparency, feedback, and collaboration along with shared wins, team dinners, company trips, and good times.

We’re a team of 100+ makers, doers, and boundary-breakers. If you’re ready to tackle meaningful challenges, grow at lightning speed, and help shape the next frontier of online safety, you belong here.

Let's cut to the chase. What's the job?

This isn't a traditional CX role. Yes, you'll own complex escalations, but what we really looking for is someone who sees every hard case as a signal, not just a ticket. You'll use AI tools to investigate faster, spot patterns earlier, and turn recurring pain points into fixes before they scale. You'll think like a product person, act like an owner, and help us redefine what CX can look like when it stops being reactive and starts being a competitive advantage.

You will:

• Own complex escalations end to end, but more importantly, ask why they're happening and fix the root cause
• Use AI tools to investigate billing, account, and system issues faster and with more precision than traditional methods allow
• Spot patterns in escalation data and turn them into actionable insights, for the product team, for team training, for flow improvements
• Challenge how things are done. If a case type keeps appearing, your job is to make it disappear, not just handle it again
• Partner with the team building our AI support agent and bring real escalation context into how automated flows are designed and improved
• Surface systemic issues proactively with the data to back them up, not just a feeling
• Manage sensitive cases with judgment, product depth, and full accountability through to closure
• Keep a live feedback loop with our outsource team and turn what you're seeing into better knowledge, better tooling, and smarter escalation behavior
• Contribute to QA, as a way to raise the level for the whole team
• Bring ideas. If you see a better way to handle something, say so. We build things here

Sounds great! Am I the right fit?



Our guess is you have a good chance if you check as many of these as possible:

• You've worked in a complex support or escalation environment and you're done just resolving tickets. You want to eliminate them
• You're curious about AI and already thinking about how it changes what great support looks like
• You investigate like a detective. You don't stop at the surface, you find the actual problem
• You think in systems. A single case tells you something about the bigger picture
• You communicate findings clearly and get the right people moving on them
• You're calm under pressure, consistent when cases get sensitive, and never improvise on policy
• You want to help build something, not just maintain it
• Native English level a must