Customer Success Specialist (APAC)

Bitwarden empowers enterprises, developers, and individuals to securely store and share sensitive data. With a transparent, open-source approach to password management, secrets management, and passwordless and passkey innovations, Bitwarden makes it easy for users to extend robust security practices across all online activities. Founded in 2016 with headquarters in Santa Barbara, California, Bitwarden is supported by a passionate global community of security experts and enthusiasts. 

We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Customer Success team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.

This role requires a self-starter with experience troubleshooting web and mobile technologies. You will become a Bitwarden product expert and handle common questions about using our products, troubleshoot technical issues, and ensure customer satisfaction.

For this role, we are looking for candidates located in the APAC region or candidates that are comfortable working Western or Central Indonesia Time Zone hours. 

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

WHAT YOU BRING TO BITWARDEN

• 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

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

WHAT TO EXPECT IN THE INTERVIEW PROCESS

• Screening call with our Recruiting Manager
• Interview with our Senior Customer Success Manager
• Interview our Director of Customer Success
• Reference checks
• Interview with our CCO

A FEW REASONS TO WORK WITH US

• Our 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.
• We are dedicated to building an incredible team. Work remotely with motivated and innovative team members and take part in productive and fun meetups.
• Learn and grow. Take on new challenges with the support of your team.

A note to outside sourcers: we do not accept solicitations from recruiters, recruiting agencies, headhunters, or outsourcing organizations and request to be removed from all such contact lists.