Product Support Specialist

Overview of Black Kite

Black Kite stands as a global leader in third-party cyber risk intelligence, trusted by over 3,000 organizations globally. Our platform equips security and business leaders with continuous external insights across their vendor networks, transforming intricate cyber, financial, and compliance data into clear, actionable intelligence for risk management.

Beyond open standards cyber ratings, Black Kite empowers organizations to make smarter risk decisions, enhances business resilience, and scales third-party cyber risk management programs amid a complex digital landscape. Our efforts receive regular acclaim from customers and industry analysts alike.

Role Summary

The Product Support Specialist serves as the initial contact point and primary voice representing Black Kite to a significant portion of its user community. In this hands-on role, you will gain expert knowledge of the Black Kite platform, resolving real customer issues while fostering trust and confidence in our product. This position offers direct exposure to operations within a leading TPCRM platform and opportunities for career growth in cybersecurity.

Key Responsibilities

• Collaborate closely with the Product Support Specialist II and Manager on assigned tasks from inception to completion
• Provide prompt, high-quality, tailored assistance to customers via Zendesk and email channels
• Ensure elevated customer satisfaction through thorough and timely issue resolution
• Develop extensive hands-on expertise in the Black Kite platform’s functionalities
• Quickly and accurately triage customer inquiries to the appropriate internal teams
• Identify user experience friction points and recommend product enhancements
• Maintain and update reporting systems to monitor trends and performance metrics
• Assist in managing and refreshing content for Black Kite's Product Help portal

Candidate Profile

• 1 to 3 years of experience supporting a SaaS product
• 1 to 3 years of customer service experience
• Ability to work autonomously as well as collaboratively within teams
• Basic understanding of fundamental security concepts
• Strong interest and curiosity about cybersecurity fields
• Keen problem-solving skills coupled with clear communication of technical issues to customers
• High attention to detail and disciplined documentation practices
• Excellent teamwork and collaboration capabilities
• Superior organizational and communication skills, both written and verbal

Compensation and Benefits

The compensation range for this position is between $60,000 and $75,000 annually. Black Kite’s total rewards package includes performance bonuses, equity opportunities, flexible health care plans, paid time off, and retirement savings programs. Offered salaries vary depending on candidate qualifications, skills, experience, and job specifics.