Bitwarden promotes better internet security and safety with an open source password management solution for individuals, teams, and business organizations.
We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Customer Success team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.
We are looking for a self-starter with experience troubleshooting web and mobile technologies. You will become a Bitwarden product expert and handle common questions about using our products, troubleshoot technical issues, and ensure customer satisfaction.
You will be working remotely and based in an EMEA timezone.
What you’ll be doing
Functioning as a Subject Matter Expert (SME) for Bitwarden and our suite of services
Expanding skills in all Bitwarden applications and services in order to guide, train, and clearly describe the features and functionality to users and/or customers
Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future
Providing superb customer support
Assisting with billing and account management
Collaborating with Sales, Marketing, Development, and Product associates
Sharing and/or alternating weekend shifts with other Customer Success team members
Skills and experience you’ll need
Excellent spoken and written English
Excellent problem-solving skills (you might not know all the answers but you know how to find and communicate the solutions)
A strong sense of empathy and the ability to advocate for others
A passion for helping Bitwarden users
Experience from a previous technical position (e.g. Systems Administrator, Quality Assurance Technician, Support Technician, Help Desk Technician, etc). If you don’t have this experience but have equivalent education or demonstrable skills, we encourage you to apply
Ability and desire to work remotely
Familiarity with several of the following areas/technologies is preferred
Windows, macOS, and Linux
iOS & Android
Command-line interface (CLI)
What to expect in the interview process
Screening call with PeopleOps
Interview with Customer Success Manager
Interview with team members
Interview with CEO or CTO
Final candidates will be asked to provide references and authorize a background check
A few reasons to work with us
Come to work each day with a sense of purpose as you bring a more secure internet experience to everyone from your own friends and family to the world’s largest organizations
Be part of a fast growing company with a top-notch product that benefits just about every internet user
Immerse yourself in the prominent technology markets of security and open source software
Work remotely with an exceptional group of team members and get to know each other during meetups in various locations
In your cover letter, please highlight the skills and technologies we have listed that you are comfortable with, any remote work experience, as well as something you’ve learned while working in a support role.