Associate Customer Support Representative

About the Company

DeleteMe is the online privacy company that provides easy-to-use tools for consumers and businesses to control what personal information companies, third parties, and others see about them online. As a rapidly growing SaaS privacy business operating globally and remotely, DeleteMe is an emerging leader in the fast-growing category of consumer and enterprise security privacy services. Our mission is to restore privacy, fairness, and control of personal data, contributing to greater personal security, freedom, and stronger democracies in an era of unprecedented data collection.

DeleteMe has strong B2C and B2B businesses, with product offerings shaped by feedback from an active customer base growing between 30% and 200% year-over-year. The company is well-capitalized, profitable for the last three years, and backed by large-scale venture firms.

About the Role

The Associate Customer Support Representative reports directly to the Customer Support Team Lead and is responsible for interacting with existing and potential customers. After extensive training, this role will respond to support requests via Zendesk to resolve concerns and answer pre-sale inquiries.

Schedule

Employees will work 11 am to 8 pm EST, Monday to Friday.

Responsibilities

• Educate customers on privacy best practices.
• Document information about cases, resolutions, or feedback to inform the company’s strategic direction.
• Partner with internal teams to resolve complex issues while championing customer needs.
• Resolve inquiries received via web, email, phone, and internal ticketing system within service level goals.
• Identify potential user interface issues.
• Elevate unresolved customer issues to the DeleteMe Support Team Lead.

Requirements

• Minimum of 1 year of call center or other support experience interacting with US customers.
• Previous experience in customer support or a similar role.
• Strong communication and interpersonal skills, including written skills.
• Adept in troubleshooting, problem-solving, and critical thinking.
• Passion for learning and an ability to communicate complex issues clearly and educationally.
• Ability to adapt to rapid changes in the workplace.
• Proficient in using technology and navigating multiple systems.

Benefits

• Comprehensive health benefits, including group medical coverage (GMC), personal accident insurance, and group term life insurance.
• Flexible work schedule.
• Provident Fund (PF) and gratuity.
• Night shift, food, and cab allowances.
• Paid time off: 18 days of earned leave annually to rest and recharge.
• Sick leave: 12 days per year to support employee health and well-being.
• Company-paid holidays: 10 national and festival holidays annually.
• Parental leave: 26 weeks of maternity leave, 2 weeks of paternity leave, and adoption leave as per company policy.
• Childcare expense reimbursement to support working parents.
• Learning and development: Complimentary access to Udemy for continuous learning and professional growth.
• Annual performance bonus.