Technical Customer Success Specialist

Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California with team members located across the globe. Learn more at  

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. 

We are looking for 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. 

The Bitwarden team is all-remote and you will be working remotely via a contract structure and will ideally be located anywhere in New Zealand.

What you'll be doing:

• Functioning as a Subject Matter Expert (SME) for Bitwarden and our suite of services
• Expanding skills in all Bitwarden applications and services in order to guide, train, and clearly describe the features and functionality to users and/or customers
• Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future
• Providing superb customer support
• Assisting with billing and account management
• Collaborating with Sales, Marketing, Development, and Product associates
• Sharing and/or alternating weekend shifts with other Customer Success team members

Skills you'll need:

• Excellent English and grammar
• 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
• A passion for helping Bitwarden users
• Experience from a previous technical position (e.g. Systems Administrator, Quality Assurance Technician, Support Technician, Help Desk Technician, etc). Equivalent education or demonstrable skills may be accepted
• Ability to work remotely 

Familiarity with several of the following areas/technologies is preferred:

• Bitwarden
• Windows, macOS, and Linux
• iOS & Android
• Command-line interface (CLI)
• GitHub
• Freshdesk
• Web browser/application troubleshooting
• HTML
• HTTP
• DNS
• TLS/SSL

WHAT TO EXPECT IN THE INTERVIEW PROCESS

Selected candidates will be invited to schedule an introduction call and potentially progress through the following stages:

• Interview with Customer Success Manager
• Interview with Team Member
• Interview with VP, Customer Success
• Interview with Chief Customer Officer

Successful candidates will be asked for references and to authorize and complete a background check. We do not discriminate based on having a criminal record and we encourage candidates to be open with us about anything that may come up on the report so we can discuss in advance and determine impact on the role and company.

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.