Customer Support Associate

About the Company

Osano is a leading data privacy platform and B-Corporation that helps organizations comply with global privacy regulations like GDPR and CCPA. Backed by top-tier investors, Osano is a fast-growing company recognized as a Great Place to Work for four consecutive years.

Responsibilities

• Support self-service customers through proactive outreach and answering product or account questions
• Escalate complex issues and surface expansion opportunities to the Customer Experience team
• Organize and maintain self-service resources and knowledge base articles
• Track customer questions, onboarding challenges, and recurring themes to improve the customer journey
• Monitor Product-Led Growth (PLG) metrics including signups, activation, and implementation progress
• Assist with customer communications, simple reporting, and internal documentation
• Support day-to-day operational tasks within the Customer Experience team

Requirements

• 1–2 years of experience in customer support, customer success, or SaaS support
• Strong written and verbal communication skills
• Excellent attention to detail and organizational skills
• Customer-first mindset
• Ability to learn new software and technology quickly
• Ability to work independently while seeking feedback

Preferred Qualifications

• Familiarity with Product-Led Growth (PLG) concepts
• Experience with tools like Zendesk, Intercom, HubSpot, or Salesforce
• Experience creating knowledge base articles or internal documentation
• Familiarity with analytics, reporting, or customer usage data