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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.

Sobre Nós

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.

Responsabilidades

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)

Requisitos

  • 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

Desejável

  • 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

O Que Oferecemos

  • 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

Como Se Candidatar

Envie seu currículo, perfil GitHub/GitLab (se disponível) e uma breve nota sobre seu projeto favorito de segurança ou infraestrutura para:

careers@oakvpn.com

Pronto para Se Juntar à Nossa Equipe?

Candidate-se hoje e ajude-nos a construir o futuro da tecnologia de privacidade. Estamos animados para ouvir de você!

Find out more
Customer Support Specialist (VPN Services) | Oak VPN Careers