About Us
At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.
Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations.
Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one.
Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.
Resilience is committed to helping organizations thoughtfully track, translate, and transfer their risk via our innovative Cyber Solutions offerings. We are seeking an equally motivated, customer-centric Customer Success Support Analyst who is passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes.
Join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. This role is crucial for providing operational support, driving efficiency, and ensuring a seamless experience for our clients from onboarding through renewal.
This position is full-time and remote-friendly. We have offices located in New York, Chicago, Cincinnati, Baltimore, and San Francisco
Key Responsibilities
As a Customer Support Specialist, you will join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. Your main focus will be operational support across the client lifecycle:
What Resilience Offers You
Innovative company culture
Flexible work schedules
Family paid leave
Paid healthcare for employees
401k
Professional development & career advancements
Flexible paid time off
Employee referral bonus
Accommodations and Accessibility
We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.
Beware of Job Scams
Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at greenhouse.io , and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please let your recruiter contact know. Thank you for helping us maintain a safe and secure recruitment process.
At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.
Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations.
Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one.
Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.
Resilience is committed to helping organizations thoughtfully track, translate, and transfer their risk via our innovative Cyber Solutions offerings. We are seeking an equally motivated, customer-centric Customer Success Support Analyst who is passionate about ensuring our customers maximize value and achieve their critical cyber risk management outcomes.
Join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. This role is crucial for providing operational support, driving efficiency, and ensuring a seamless experience for our clients from onboarding through renewal.
This position is full-time and remote-friendly. We have offices located in New York, Chicago, Cincinnati, Baltimore, and San Francisco
Key Responsibilities
As a Customer Support Specialist, you will join a highly motivated team tasked with scaling the Customer Success organization and optimizing established processes. Your main focus will be operational support across the client lifecycle:
- Ticket Ownership: Serve as the primary owner and processor for various incoming support queues, including the general "Contact Us" channel, ensuring timely acknowledgment and resolution or accurate escalation.
- Initial Triage: Categorize and perform initial triage for all incoming customer inquiries and requests from the support queues, directing complex issues to the appropriate team members
- Onboarding Clients: Execute the technical and administrative steps required to provision new client accounts in our internal systems, along with sending onboarding emails to clients.
- Team Assignment Coordination: Coordinate the successful handover of new clients by managing the scheduling of introductory and onboarding calls and assigning the appropriate Customer Success Manager (CSM) and Specialist Risk Solutions (SRS) team member.
- Renewal Processing: Assist in the critical administrative tasks related to customer contract renewals, including drafting and sending renewal reminder emails and generating accurate renewal reports for leadership review.
- Ad Hoc Reporting: Provide timely assistance for internal ad hoc data requests from leadership.
- Leadership Projects: Take ownership of specific projects or administrative initiatives assigned by Customer Success leadership, focusing on process improvement, data integrity, and operational automation.
- Process Optimization: Actively identify and suggest improvements to current administrative and support processes to enhance team efficiency and client satisfaction.
- Required: 3+ years of experience in a Customer Success, Customer Service, or Account Support role, within a SaaS or technology environment.
- Exceptional organizational skills and a strong attention to detail, particularly in administrative and data management tasks.
- A proactive, self-starter mentality with the ability to thrive in a fast-paced, ambiguous start-up environment while bringing innovative ideas to drive customer adoption.
- Proven ability to manage multiple priorities and deadlines simultaneously in a fast-paced environment.
- Strong verbal and written communication skills with a customer-centric approach.
- High level of proficiency with Google Workspace and experience utilizing CRMs such as HubSpot or Salesforce.
What Resilience Offers You
Innovative company culture
Flexible work schedules
Family paid leave
Paid healthcare for employees
401k
Professional development & career advancements
Flexible paid time off
Employee referral bonus
Accommodations and Accessibility
We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.
Beware of Job Scams
Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at greenhouse.io , and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please let your recruiter contact know. Thank you for helping us maintain a safe and secure recruitment process.