Product Support Specialist

About Black Kite

Black Kite stands as a global pioneer in third-party cyber risk intelligence, trusted by over 3,000 organizations worldwide. We empower security and business leaders with continuous, external perspectives on their entire vendor ecosystems by converting intricate cyber, financial, and compliance data into straightforward, actionable risk insights.

Our solutions surpass conventional cyber rating standards, assisting organizations in making informed risk-related decisions, enhancing business resilience, and expanding third-party cyber risk management amid the growing complexity of the digital landscape. Our consistent recognition by customers and industry analysts underscores our leadership.

Role Summary

The Product Support Specialist serves as the initial point of contact and primary voice for a significant portion of our user community. This position demands becoming a deep product expert, resolving genuine customer issues to foster trust and reliance on the Black Kite platform. Being part of a developing team, you will gain hands-on experience with a leading third-party cyber risk management platform and have ample opportunities for career advancement within cybersecurity.

Key Responsibilities

• Collaborate closely with the Product Support Specialist II and Manager, managing assigned responsibilities end-to-end.
• Provide prompt, high-quality, and personalized customer support through Zendesk and email channels.
• Aim to achieve high customer satisfaction through rapid, comprehensive responses and problem resolution.
• Develop extensive, practical knowledge of the Black Kite platform features and functionalities.
• Accurately and swiftly direct customers to appropriate internal teams.
• Identify user experience challenges and suggest product modifications to improve platform usability.
• Maintain and update reporting systems to monitor performance trends and metrics.
• Assist in managing and updating Black Kite's Product Help portal content.

Candidate Requirements

• Between one to three years of experience supporting a SaaS product.
• One to three years of customer service experience.
• Capable of both independent work and effective teamwork.
• Familiarity with fundamental security concepts.
• A keen interest and curiosity about cybersecurity.
• Strong problem-solving skills with the ability to explain technical issues clearly to clients.
• Exceptional attention to detail and disciplined documentation practices.
• Excellent collaboration and organizational capabilities.
• Superior verbal and written communication skills.

Compensation and Benefits

This role offers an annual base salary ranging from $60,000 to $75,000, reflecting a national market benchmark across the United States. Actual pay is influenced by qualifications, skills, experience, and job-specific factors including complexity and geography. Beyond base salary, Black Kite provides a comprehensive rewards program including performance bonuses, equity participation, flexible healthcare options, paid time off, and retirement savings plans.