Associate Customer Support Representative

About DeleteMe, The Online Privacy Company

• DeleteMe is the online privacy company that makes easy-to-use tools for consumers and businesses to
• control what personal information companies, third parties, and what other people see about them
• online.
• DeleteMe is a rapidly growing SaaS privacy business operating globally and remotely / WFH – we are
• the emerging leader based on # customers and $ revenues in a fast-growing nascent category of
• consumer and enterprise security Privacy Services. What we do - our mission - matters because we are
• restoring a sense of privacy, fairness, and control of personal data in the possession of others. Easier,
• simpler, control underpinned by a suite of new data privacy laws being passed worldwide will play a
• part in greater personal security, and freedom, and in stronger democracies in an era where data
• collection is at unprecedented levels. This is what our work and brand stand for and we are building a
• large, sustainable, for-profit business to catalyze this. We have strong B2C and B2B businesses with
• respective product offerings informed by feedback from an active customer base growing between 30%
• and 200% year/year. DeleteMe is well-capitalized: profitable for the last three years with an 8-figure
• balance sheet and large-scale venture firms as investors.
• DeleteMe is led by a passionate team, backed by premier investment firms, and supercharged by a
• strong mission to empower consumers with privacy.

Job Summary

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

Job Schedule & Work Environment

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• Employees will work 11 am to 8 pm EST Monday to Friday
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• Must have a minimum of 1 year of call center or other support experience interacting with US customers

Job Responsibilities

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• Educate customers on privacy best practices
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• Document information about the case, resolution, or feedback in order to help inform the strategic direction of the company
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• Partner with internal teams to resolve complex issues while championing our customers’ needs throughout the process
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• Resolve inquiries received via web, email, phone, and internal ticketing system within department and team service level goals
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• Identify potential user interface issues
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• Elevate customer issues that cannot be resolved to the DeleteMe Support team lead.

Job Requirements

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• Previous experience in customer support or a similar role
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• Strong communication and interpersonal skills, including written skills
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• Adept in troubleshooting, problem-solving, and critical thinking
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• Passion for learning and an ability to communicate complex issues in a clear and educational
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• manner
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• Ability to adapt to rapid changes in the workplace
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• Proficient in using technology and navigating multiple systems

What We Offer

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• Comprehensive health benefits – Group Medical Coverage (GMC),Personal accident insurance and group term life insurance
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• Flexible work schedule
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Provident Fund (PF)

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Gratuity

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Night Shit Allowance

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Food Allowance

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Cab Allowance

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• Paid time off – 18 days of earned leave annually to rest and recharge.
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• Sick leave – 12 days per year to support employee health and well-being.
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• Company-paid holidays – 10 national and festival holidays annually.
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• Parental leave benefits – 26 weeks of maternity leave, 2 weeks of paternity leave, and adoption leave as per company policy.
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• Childcare expense reimbursement – Supporting working parents.
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• Learning and development support – Complimentary access to Udemy for continuous learning and professional growth.
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• Annual performance bonus