Job Overview
Location
United States
Job Type
Full-time
Category
Customer Support
Date Posted
March 23, 2026
Full Job Description
đź“‹ Description
- • As one of the first hires building Oneleet’s customer support function from the ground up, you will serve as the primary point of contact for customers navigating compliance and cybersecurity for the first time, playing a critical role in shaping the customer experience during a period of rapid growth following a $33M Series A funding round.
- • You will monitor and respond to customer inquiries across Slack shared channels and email with a first-response SLA of 15 minutes, ensuring timely resolution of platform navigation, onboarding, billing, and pentest scheduling questions while maintaining high standards of clarity and empathy.
- • Your day-to-day responsibilities include triaging incoming requests, routing escalations to the appropriate internal teams (Security Program Managers, CS, Engineering) with full context, sending holding updates to keep customers informed, and accurately logging and tagging all interactions in the Pylon ticketing system.
- • You will identify recurring customer issues and contribute to the internal knowledge base by drafting clear, helpful articles, directly improving self-service capabilities and reducing repeat inquiries over time.
- • Collaboration is central to the role: you’ll work closely with cross-functional teams to resolve customer issues efficiently, gaining deep insight into how the product is used in real-world scenarios and influencing both support processes and product improvements.
- • As Oneleet scales 2x, you’ll have the opportunity to help define and refine support processes, playbooks, and best practices from scratch, exercising ownership and initiative in a fast-moving, remote-first environment where your contributions have immediate and visible impact.
- • You’ll develop expertise in compliance frameworks like SOC 2 and ISO 27001 through direct customer interactions and internal training, positioning yourself as a trusted advisor who helps clients achieve their security and compliance goals without unnecessary friction.
- • This role offers significant growth potential, allowing you to evolve into a senior support specialist, team lead, or transition into adjacent functions such as Customer Success or Security Program Management as the company expands.
🎯 Requirements
- • 2+ years of experience in a customer-facing support or success role at a SaaS company
- • Exceptional written communication skills — ability to convey complex information clearly, concisely, and warmly under pressure
- • Comfort managing high volumes of inquiries across multiple channels (Slack, email) simultaneously while maintaining strong organizational discipline
- • Self-directed and capable of working autonomously in a fully remote environment with minimal supervision
- • Familiarity with compliance frameworks (SOC 2, ISO 27001) or a strong willingness to learn them quickly
- • Experience with Pylon, HubSpot, or Slack-based support workflows
🏖️ Benefits
- • Competitive salary range of $50,000–$65,000 USD based on experience
- • Comprehensive health and wellness benefits
- • Generous PTO policy including floating holidays to honor personal and cultural observances
- • Flexible, remote-first work culture with global hiring flexibility
- • Quarterly off-sites to exciting international destinations (e.g., Amsterdam, Italy)
- • Competitive compensation package including equity participation
- • Opportunity to join a mission-driven, high-growth cybersecurity startup redefining compliance and security for modern businesses
Skills & Technologies
Remote
$50k-65k
About Oneleet Inc.
Oneleet provides a cybersecurity compliance automation platform that maps enterprise security controls to SOC 2, ISO 27001, HIPAA, and PCI-DSS frameworks. The software ingests evidence from cloud services, endpoint tools, and ticketing systems, continuously monitors configurations, and generates auditor-ready documentation and gap reports. Organizations use it to reduce manual work, accelerate certification timelines, and maintain ongoing compliance through automated evidence collection and remediation guidance.
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