Customer Support Specialist

About Sequester

Sequester is a privacy-first encrypted vault for personal photos and videos. We build software where security, reliability, and user trust are product features???not afterthoughts.

About this role

You will help Sequester users when something breaks, confuses them, or does not match what they expected???from login issues to vault behavior???while treating every ticket as a signal about product quality.

What you will do

• Respond to user emails and in-app support requests with clear, empathetic, technically accurate guidance
• Triage bugs vs. education vs. account issues; escalate reproducible defects with steps and device details
• Maintain macros and help-center drafts so common answers stay consistent as the product evolves
• Flag recurring pain points (backup, PIN lock, uploads, billing) to engineering and product owners
• Protect user privacy in every interaction???never request vault contents or unnecessary personal data

What we are looking for

• Experience in customer support for a mobile or web product; fintech or security-adjacent apps are a plus
• Patient, precise writing and ability to explain technical steps to non-technical users
• Comfort reading logs, screenshots, and basic error messages without needing hand-holding
• Reliable async availability across a shared support queue

Location

Remote-friendly. We hire globally and collaborate async-first across time zones.