Customer Success Specialist

Summary

Join Bitwarden's Customer Success team as a remote Subject-Matter Expert (SME), working a 4x10-hour schedule (Saturday-Tuesday) based in the EMEA region. You will provide exceptional customer support, troubleshoot technical issues related to Bitwarden's web and mobile applications, and assist with billing and account management. The ideal candidate possesses excellent problem-solving and communication skills, empathy, and prior technical experience (e.g., Systems Administrator, Support Technician). Success is measured by swiftness, accuracy, and clarity in resolving customer inquiries. You will collaborate with various teams, including Sales, Marketing, Development, and Product. Bitwarden offers a supportive and innovative work environment.

Requirements

• A passion for helping Bitwarden users
• Excellent spoken and written English
• Excellent problem-solving skills (you might not know all the answers, but you know how to find and communicate the solutions)
• A strong sense of empathy and the ability to advocate for others
• Experience from a previous technical position (e.g. Systems Administrator, Quality Assurance Technician, Support Technician, Help Desk Technician, etc). If you don't have this experience but have equivalent education or demonstrable skills, we encourage you to apply
• The ability and desire to work remotely

Responsibilities

• Function as a Subject-Matter Expert (SME) for Bitwarden and our suite of services
• Expand skills in all Bitwarden applications and services in order to guide, train, and clearly describe the features and functionality to users and/or customers
• Work with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future
• Provide superb customer support
• Assist with billing and account management
• Collaborate with Sales, Marketing, Development, and Product associates

Preferred Qualifications

• Familiarity with several of the following areas/technologies is preferred: Bitwarden
• Windows, macOS, and Linux
• IOS & Android
• Command-line interface (CLI)
• Docker
• GitHub
• Freshdesk
• HTML
• HTTP
• DNS
• TLS/SSL
• PKI

Benefits

• Bitwarden’s user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations
• Become an expert. You’ll get immersed in the prominent technology markets of security and open source software
• Bitwarden is dedicated to building an incredible team. Work remotely with motivated and innovative team members
• Learn and grow. Take on new challenges with the support of your team