Customer Support Specialist (VPN Services)
Remote
Full-time / Part-time / Contract
1+ years
Be the first point of contact for our users. Help people troubleshoot VPN connections, explain how our service works, and make sure every interaction builds trust.
من نحن
OakVPN is a new privacy-first VPN provider built on the principle of speed, security, and transparency. We're building simple, reliable apps that let anyone secure their connection with one click.
المسؤوليات
Customer Support
- Provide friendly, timely, and accurate support via email, chat, and ticketing system
- Troubleshoot VPN connectivity issues (Windows, macOS, iOS, Android, routers)
- Guide customers step-by-step through installation and configuration
- Escalate complex technical issues to engineering when needed
Knowledge Management
- Maintain and expand our Knowledge Base / FAQ with clear how-to guides
- Collect feedback from users and share with product & engineering teams
- Help with account-related questions (billing, refunds, subscription upgrades)
المتطلبات
- Excellent written communication skills in English (clear, empathetic tone)
- Strong problem-solving and patience when dealing with non-technical users
- Familiarity with VPNs, networking basics (DNS, IP, firewalls), or willingness to learn quickly
- Experience with customer support tools (Zendesk, Freshdesk, Intercom, or similar)
- Comfortable working remotely and managing your own time
مرغوب فيه
- Prior support experience at a SaaS, VPN, or security company
- Additional language skills (Spanish, German, French, etc.) for global coverage
- Basic technical troubleshooting ability (ping, traceroute, DNS testing)
- Interest in privacy, security, and digital rights
ما نقدمه
- Competitive salary or hourly rate
- Remote-first culture with flexible working hours
- Opportunity to grow into Support Lead or Community Manager
- Be part of a lean, early-stage startup where your input matters
- Free OakVPN subscription + training on security/privacy tools
كيفية التقديم
أرسل سيرتك الذاتية وملفك الشخصي على GitHub/GitLab (إن وجد) وملاحظة قصيرة عن مشروع الأمان أو البنية التحتية المفضل لديك إلى:
careers@oakvpn.comهل أنت مستعد للانضمام إلى فريقنا؟
تقدم اليوم وساعدنا في بناء مستقبل تقنية الخصوصية. نحن متحمسون لسماع منك!