About this role.
DeleteMe is hiring a full-time Customer Support Representative to handle existing-customer support and presales inquiries. The representative will use Zendesk and other ticketing tools to resolve web and email requests within service-level targets. Key responsibilities include documenting cases, educating customers, escalating unresolved issues, and partnering with internal teams on complex cases. This is a customer-facing SaaS support position requiring clear written communication, troubleshooting ability, adaptability, and comfort navigating multiple systems.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first acknowledge the customer’s frustration and review the account and case history before responding. I would explain the current status in plain language, provide any available next steps or realistic timing, and document the interaction thoroughly. If the issue required another team’s involvement, I would escalate it with the relevant context and keep the customer informed.
I prioritize by urgency, customer impact, stated service-level targets, and whether an issue blocks a customer from using the service. I address time-sensitive and high-impact cases first while maintaining clear ticket notes and status updates. If volume becomes unmanageable, I communicate early with my team lead and follow the team’s escalation process.
I would avoid jargon, begin with the customer’s specific goal, and explain the issue in short, logical steps. I would use simple examples when useful and confirm understanding by inviting questions or summarizing the action the customer needs to take. My goal would be to make the customer feel informed rather than overwhelmed.
I would record the customer’s issue, relevant account details, steps already taken, troubleshooting performed, the resolution or pending action, and any follow-up commitments. I would keep notes factual, concise, and detailed enough that another teammate could continue the case without asking the customer to repeat information. I would also flag recurring product or interface feedback for the appropriate internal team.
I would tell the customer that I am involving the appropriate team to ensure the issue is handled correctly, without making unsupported promises. I would gather and document all relevant details before escalating, clearly state the customer impact and troubleshooting already completed, and provide an update timeline where possible. I would retain ownership of communication and follow through until the customer receives a resolution or clear next step.
About DeleteMe, The Online Privacy Company
DeleteMe is a rapidly growing SaaS privacy business operating globally and remotely – 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 to 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, 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 Title:
CUSTOMER SUPPORT REPRESENTATIVE
Job Summary:
The Customer Support Representative reports directly to the Team Leader. This role involves interacting with existing and potential customers. After extensive training in this role, the CSR will respond to support requests via Zendesk to resolve support concerns and answer pre-sale inquiries.
Job Responsibilities:
Educate customers on best practices
Document information about the case, resolution, or feedback in order to help inform the strategic direction of the company
Partner with internal teams to resolve complex issues while championing our customers’ needs throughout the process
Resolve inquiries received via web, email, and internal ticketing system in a timeframe consistent with department and team service levels and goals
Identify potential user interface issues and elevate for resolution
Elevate customer issues that cannot be resolved to the Deleteme Support team leader
Job Requirements:
Strong communication and interpersonal skills, including written skills
Adept troubleshooting, problem-solving, and critical thinking
Passion for learning and an ability to communicate complex issues in a clear and educational manner
Ability to adapt to rapid changes in the workplace
Proficient in using technology and navigating multiple systems
What We Offer:
Benefits and eligibility may vary based on role, location, employment status, and other factors.
- Comprehensive health benefits – Medical, Vision, Dental
- 401k retirement plan
- Paid Parental Leave
- 20 days of Paid Time Off
- 11 Company-Paid Holidays
- Birthday Off
- Work From Home Stipend
- Cell Phone Reimbursement
- Fitness Membership Reimbursement
- Child Care Reimbursement
- DeleteMe Gold Membership
- Discounted DM Plans for Friends and Family
Compensation
Additional Information
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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