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About Paladin

Our story begins with our CTO and co-founder, Han, as the commanding officer of one of two Army Cyber Command field teams in the Middle East. Han’s mission was to secure 13 bases across eight countries in the Middle East against critical threats. When he returned from deployment, he recognized that the US military and other large enterprises are able to deploy tremendous resources towards cyber security, while the vast majority of small and mid-size businesses remain unprotected. With monetary loss from cybercrime costing over $1 trillion annually, ensuring cyber protections and resilience has never been more business-critical. And yet, becoming cyber resilient is a complicated, expensive, and time-consuming process.

Our mission is to empower every organization to be cyber resilient, no matter the size of their IT or security team. Paladin is a cybersecurity provider that works directly with aggregators of cyber risk (insurance companies, trade organizations, unions, etc.) and their customers (policyholders, subsidiaries, etc.). We support our partners to identify, quantify, and mitigate the risk across their business. For our end users, we provide a low-friction, holistic cyber risk platform that is easy to implement and comes with zero overhead maintenance. Like AWS for server deployment and Stripe for payments, Paladin is building the dead simple, go-to solution for businesses looking to ensure they’re secure without having to become security experts.

Paladin is actively protecting thousands of organizations today and growing quickly. We’re in the early days of building a very special company that is mission-driven with strong unit economics. We’re a tight-knit, focused, team that is unified by a passion for helping our customers fight cyber threats. Every Paladin is an owner of our business, our culture, and the outcomes we deliver to our customers.

About this role

Paladin is one of the fastest-growing cybersecurity companies in the world. We are looking for a Customer Support Associate as a key hire for our Customer Success team. You will be responsible for responding to incoming support tickets in a timely and professional manner, while also using these customer interactions as key data points to help us learn how we can improve our onboarding experience, our support process, and our product. This role is perfect for you if you enjoy being a perennial problem-solver. You will need to answer questions from our primarily non-technical users about a technical product and market, which will involve a lot of learning and asking questions as you go. You are someone who enjoys getting into the details with customers one-on-one to make them happy - understanding their businesses, workflows, and what makes them tick - and then thinking - “OK, what can we improve so future users don’t have to reach out to us with that question to begin with?”

Our users are often SMBs who aren’t technical themselves but are eager to gain cyber security protections (think: operations manager at a 20 person law firm; dispatcher for a trucking company). You will be responsible for meeting them where they are, building a relationship, and helping them onboard and get the most out of Paladin. You will onboard companies who have yet to implement Paladin, and consult with current users to ensure they’re successful with Paladin.

This role will work cross-functionally with Product, Engineering, and Business Development. Serving as the “voice of the customer”, you will play a key role in gathering and translating user feedback (including feature requests and bugs), weighing in on product roadmap, and helping to communicate new feature releases.

This is an inidual contributor role that reports to the Head of Customer Success. As the Customer Support team expands, this role has the potential to grow into a team lead role in the future.

You will be doing all of this within an early-stage startup. Our team is seasoned and professional, but of course there are lots of open questions and ambiguity, and you should be ready to embrace that. We’re looking for someone with a growth mindset, a bias towards action, and above all else a problem solver. Culturally, people with low egos, high EQs, intellectual curiosity, and a bit of a tinkerer side tend to feel among their tribe at Paladin.

Some examples of projects you will work on in this role include: responding promptly and informatively to incoming support requests (calls and emails), building/improving Standard Operating Procedure documents for how we onboard new companies, writing tickets (we use Jira) for the Product and/or Engineering teams to help them understand discreet product issues that need to be solved, running (virtual) training sessions for insurance brokers to communicate the value of Paladin’s platform.

Location

We've been remote-first for years as we focus on finding the best talent wherever they may be. There are concentrations of Paladins in SF, LatAm, and EU and we enjoy getting together when we can!

Job duties

* Solve customer problems by responding to incoming customer questions (support tickets, phone calls, etc.) in a timely, helpful, and professional manner.

* Onboard end users to Paladin Shield, delivering predictable experiences and strong customer adoption.* Serve as the trusted partner for the customer on product functionality and cybersecurity best practices generally.* Develop process documentation for existing and best practices for common responses to customer questions and newly implemented processes. Maintain a list of FAQs.* Partner with Product Management, Engineering, and the rest of the Success team to share customer use cases and pain points. Collect customer feedback and synthesize for the team internally on new products and features.* Display empathy for customer needs and keep stakeholders (internal/external) informed.* Work on launching new projects focused on mitigating risk for clients

About you

* You enjoy building relationships with customers and solving their problems. For you, positive customer feedback makes you smile and brightens your day.

* 3-5+ years of total work experience. 1-3+ years in a support/service environment delivering for customers (internal or external). Support on a SaaS product is preferred. (We’d love to hear about how you helped solve customer problems while working in the service industry, if that’s your background)* Strong ability to prioritize and “get sh*t done”. You possess a strong sense of urgency in driving projects to completion. Can speak to past experiences of getting projects across the finish line repeatedly and on-time.* Strong communication skills and the ability to explain complex analyses to non-technical audiences.* You’re naturally curious, love learning new things, and are proactive in sharing knowledge with others.* High tolerance for ambiguity. You should be excited that your priorities will change over time, in large part based on what you communicate are the most important things you should be working on.* 1-2 years experience at a software company (high-growth and/or early-stage start-up) strongly preferred.* Low ego. You know when something is over your head and aren’t afraid to ask for help.* Experience with our customer support stack is helpful but not required (ZenDesk, Jira, Confluence, Slack).

Paladin provides a number of benefits to help you bring your best self to work:

* Competitive compensation and equity packages

* Health, dental, and vision insurance* Parental leave* 401(k) plan* Technology allowance - tell us what tools and tech you need to get your job done, and they’re yours.

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