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.
À Propos de Nous
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.
Responsabilités
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)
Exigences
- 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
Atouts
- 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
Ce Que Nous Offrons
- 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
Comment Postuler
Envoyez votre CV, votre profil GitHub/GitLab (si disponible) et une courte note sur votre projet préféré de sécurité ou d'infrastructure à :
careers@oakvpn.comPrêt à Rejoindre Notre Équipe ?
Postulez aujourd'hui et aidez-nous à construire l'avenir de la technologie de confidentialité. Nous sommes ravis de vous entendre !