Customer Service Representative at OnGuardAI

 

About OnGuardAI
 

OnGuardAI is a cutting-edge AI-driven company dedicated to protecting individuals and organizations from online scams, fraud, and cyber threats. Our innovative platform leverages advanced machine learning models to detect, analyze, and prevent deceptive activities in real-time across emails, websites, social media, and other digital channels. We're on a mission to make the digital world safer by combining state-of-the-art AI with human expertise. Join our dynamic team and contribute to building robust defenses against evolving scam tactics.

​​

​​

Job Overview

​

We are looking for a compassionate and efficient Customer Service Representative to join our support team. In this role, you will be the first point of contact for our users, providing exceptional assistance with general inquiries, onboarding processes, and problem resolution. You will help ensure our customers have a seamless experience while using our scam detection platform, contributing to user satisfaction and retention. This is a full-time position with flexible hours, remote-friendly options, and opportunities for career advancement in a supportive, innovative environment.
 

​

Key Responsibilities

​

• Respond promptly to customer inquiries via email, live chat, phone, and support tickets, providing accurate and helpful information on general topics such as product features, pricing, and account management.
   

• Guide new users through the onboarding process, including account setup, platform navigation, and initial configuration of scam detection tools.
   

• Troubleshoot and resolve customer issues related to technical glitches, billing discrepancies, or platform usability, escalating complex problems to technical or senior support teams as needed.
   

• Educate customers on best practices for scam prevention and how to maximize the value of our AI-driven services.
   

• Maintain detailed records of customer interactions, feedback, and resolutions in our CRM system to support continuous improvement.
   

• Collaborate with product, engineering, and sales teams to relay customer insights and contribute to enhancing user experience.
   

• Monitor support metrics and strive to meet or exceed service level agreements (SLAs) for response times and resolution rates.
   

• Handle sensitive information with discretion, adhering to data privacy and security protocols.

 

 

Required Qualifications

 

• High school diploma or equivalent; associate's or bachelor's degree in a related field preferred.
   

• 2+ years of experience in customer service, preferably in a tech, SaaS, or cybersecurity environment.
   

• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
   

• Strong problem-solving abilities and a customer-centric mindset.

​

• Proficiency with customer support tools (e.g., Zendesk, Intercom, or similar CRM systems) and basic office software (e.g., Microsoft Office, Google Workspace).
   

• Ability to work independently and manage multiple tasks in a fast-paced setting.
  Flexibility to work shifts that may include evenings, weekends, or holidays to support global users.

 

​

Preferred Skills

​

• Experience in fraud detection, cybersecurity, or online safety support.

​

• Familiarity with AI technologies and how they apply to scam prevention.

​

• Multilingual abilities (e.g., Spanish, French) to assist a diverse customer base.

​

• Certification in customer service (e.g., CCSP) or related areas.

 

What We Offer

​

• Competitive salary and equity options.

​

• Flexible work arrangements, including remote options.

​​

• Professional development opportunities, including conferences and training.

​​

• A collaborative culture focused on innovation and impact.

​​

• The chance to work on meaningful technology that protects people from real-world threats.

​​

OnGuardAI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To apply, please submit your resume and a cover letter outlining your relevant experience to careers@onguardai.com.