Customer Support Lead

Cloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremost—with individual privacy and opt-in at the core. Our product is a virtual “cloak” that you use as you visit any website — Facebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference.

Cloaked is creating the first ever consumer based privacy eco-system that offers complete data ownership, without sacrificing user experience. 

Cloaked gives you the ability to auto-generate an identity with a single click from our best in class password management solution. Users can generate masked emails , phone numbers, passwords, and soon credit cards. 

We are dedicated to building innovative solutions that allow users to stay private online. If you’re a Customer Support Specialist who can deliver and wants to change the future, join our team.

We are seeking a Customer Support Lead to join our team and ensure the success and satisfaction of our customers. In this role, you will work closely with customers, product teams, and marketing to drive customer retention, expansion, and advocacy. Your expertise in Zendesk, support metrics, and customer-focused strategies will be essential to your success in this role.

1. Customer Onboarding and Support:

-Optimize Zendesk

2. Relationship Building and Communication:

-Develop strong relationships with customers, acting as their primary point of contact and trusted advisor.

-Proactively engage with customers to understand their challenges, goals, and requirements.

-Communicate customer feedback, feature requests, and issue themes to the product teams for continuous improvement.

3. Support Metrics and Ticket Management:

-Define and measure support metrics, including first reply time, customer satisfaction score, and ticket resolution rate.

-Ensure timely and effective resolution of customer support tickets, maintaining a high level of customer satisfaction.

-Monitor and report on support trends and issues, providing insights to product teams for ongoing enhancements.

4. Documentation and Support Resources:

-Create support videos, tutorials, and documentation to empower customers and enhance their self-service experience.

-Collaborate with the marketing team to ensure support resources are effectively communicated and easily accessible to customers.

5. Collaboration with Product Teams:

-Work closely with the product teams to understand product roadmaps, updates, and upcoming features.

-Advocate for customer needs and contribute to the development of product improvement initiatives.

-Provide input on feature requests and prioritize enhancements based on customer feedback and requirements.

6. Executive Reporting and Insights:

-Prepare and present regular reports on customer success metrics, trends, and key insights to the executive team.

-Effectively communicate data-driven insights, highlighting areas of improvement and suggesting solutions.

-Provide updates on customer issue themes, discussing them with product teams and proposing actions for resolution.

-Proven experience as a Customer Support Lead or similar customer-facing role.

-In-depth knowledge and experience with Zendesk.

-Strong analytical skills with the ability to measure, analyze, and report on support metrics.

-Excellent communication and relationship-building skills.

-Demonstrated ability to work cross-functionally with product teams and marketing.

-Technical aptitude to understand and effectively communicate software product features and functionality.

-Experience in creating support resources such as videos, tutorials, or documentation is preferred.

-Ability to effectively report to the executive team, providing insights and recommendations.

Join our team and play a critical role in ensuring our customers' success with Cloaked. Apply your expertise in Zendesk, support metrics, and collaboration with product teams to drive customer satisfaction and loyalty. As a Customer Support Lead, you will have the opportunity to contribute to product improvements and provide valuable insights to the executive team.

Make the impossible, possible

Make it possible, quickly

Make it possible, respectfully

Keep consumer privacy paramount