Customer Support Associate, Self-Service

Job not on LinkedIn

🔥 11 minutes ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Osano

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

📋 Compliance

☁️ SaaS

🤝 B2B

💰 $11M Series A on 2021-09

Compliance • SaaS • B2B

Osano is a comprehensive data privacy management platform designed to help organizations comply with data privacy laws across more than 50 countries, including GDPR, CCPA, and CPRA. It offers a range of solutions such as cookie consent management, data subject rights automation, privacy assessments, and vendor privacy risk management. By simplifying and automating these compliance tasks, Osano helps businesses increase consumer trust, manage data privacy efficiently, and reduce the risk of non-compliance penalties. Osano is committed to transparency and offers resources such as expert insights, regulatory guidance, and privacy program management tools to support businesses in navigating the complexities of data privacy regulations.

📋 Description

• Assist in supporting self-service customers by performing proactive outreach, answering common product and account questions and providing guidance throughout onboarding. • Escalate complex customer issues and surface expansion opportunities to the appropriate Customer Experience team members. • Help ensure customers have a positive, efficient, and successful onboarding and support experience. • Help organize and maintain self-service resources so they are easy for customers to find and use. • Track common customer questions, onboarding challenges, and recurring themes, sharing insights with the Customer Experience team to improve the customer journey. • Monitor key Product-Led Growth (PLG) metrics, including new self-service signups, customer outreach, response rates, activation, implementation progress, and go-live success. • Share observations with the Customer Experience team to help improve customer education and self-service resources. • Identify and surface upgrade opportunities to the Customer Experience team. • Assist with simple reporting related to customer inquiries and self-service usage. • Assist with customer communications. • Help build and maintain internal documentation and process guides. • Support day-to-day operational tasks within the Customer Experience team.

🎯 Requirements

• 1–2 years of experience in customer support, customer success, technical support, SaaS support, or a related customer-facing role. • Strong written and verbal communication skills. • Excellent attention to detail and organizational skills. • Customer-first mindset with a desire to help others succeed. • Comfortable learning new software and technology. • Ability to work independently while asking questions and seeking feedback.

🏖️ Benefits

• Competitive salary • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities