Customer Support - Privacy Consultant

About Cloaked

Cloaked is a consumer privacy and identity platform on a mission to give people back control of their personal data. We let anyone generate unlimited identities - masked emails, phone numbers, and payment cards - scrub their information off data-broker sites, and shield themselves from spam, scams, and breaches, all from one app. Backed by a $375M Series B, we've protected 10M+ identities and removed 1B+ records from the data brokers who profit off personal information.

Now we're building the AI-native future of privacy: autonomous agents that monitor, manage, and defend your digital footprint for you.

This is a customer-facing support role at the heart of Cloaked's mission. You'll be the first line of defense for users navigating their privacy journey - diagnosing issues, digging into root causes, and holding yourself to the highest standard of customer care. If you believe privacy is a right and want to actively protect it for real people, this is the role for you.

• Perform the best in class privacy support to the world
• Help users' subscription states, account details and other customer requests
• Work with the team to ensure workflows that satisfy users, efficiently
• Ensure that our most common inquiries are resolved within a week
• Serve as a primary point of contact for Cloaked users
• Proactively engage with customers to understand their goals, challenges, and use cases
• Develop and execute account plans to drive product adoption, customer satisfaction, and retention
• Serve as the escalation point for complex technical issues, providing expert guidance to resolve challenging customer problems
• Collaborate with the product development team to address recurring issues and contribute to product improvements
• Stay up-to-date with the latest trends and technologies in password management and online security to provide informed support
• Become an expert in our product offerings and stay updated on new features and updates
• Conduct product training sessions and create educational content to help customers maximize the value of our solution
• Collaborate with the product team to share customer feedback and contribute to product development strategies

• Experience working directly with customers or users and solving problems
• Experience in the technology sector is required, with a deep interest in the industry, trends, and the ability to connect with a tech-savvy audience
• Exceptional written and verbal communication skills are crucial to effectively engage with our community and convey our brand's values and mission
• Must be able to adapt to new problems and resolve them
• Experience in creating support resources such as videos, tutorials, or documentation is a plus, as it can enhance the user experience and provide valuable assistance to community members

• A get-it-done mindset. Our Privacy Support Team is driven to resolve problems in an immediate fashion
• Comfort working with various teams across the org to determine the best solution
• Passion for security and internet ethics
• Startup or growth-stage company experience
• Interest in data and analytics
• Care and respect of our customers' privacy as if it were your own