Customer Experience Specialist

Guardio is on a mission to redefine consumer cybersecurity for the modern internet.  We operate at consumer scale, protecting millions of people every day across devices, accounts, and digital touchpoints. In a world where phishing, fraud, and AI-powered scams evolve overnight, Guardio stays ahead of the curve. We move fast, think deeply, and build with purpose. Our culture is rooted in transparency, feedback, and collaboration along with shared wins, team dinners, company trips, and good times. We’re a team of 100+ makers, doers, and boundary-breakers. If you’re ready to tackle meaningful challenges, grow at lightning speed, and help shape the next frontier of online safety, you belong here. Let's cut to the chase. What's the job? This isn't a traditional CX role. Yes, you'll own complex escalations, but what we really looking for is someone who sees every hard case as a signal, not just a ticket. You'll think like a product person, act like an owner, and help us redefine what CX can look like when it stops being reactive and starts being a competitive advantage. You will: Own complex escalations end to end, but more importantly, ask why they're happening and fix the root cause Use AI tools to investigate billing, account, and system issues faster and with more precision than traditional methods allow Spot patterns in escalation data and turn them into actionable insights, for the product team, for team training, for flow improvements Challenge how things are done. If a case type keeps appearing, your job is to make it disappear, not just handle it again Partner with the team building our AI support agent and bring real escalation context into how automated flows are designed and improved Surface systemic issues proactively with the data to back them up, not just a feeling Manage sensitive cases with judgment, product depth, and full accountability through to closure Keep a live feedback loop with our outsource team and turn what you're seeing into better knowledge, better tooling, and smarter escalation behavior Contribute to QA, as a way to raise the level for the whole team Be the POC for the extended squad on customer experience and friction points Bring ideas. If you see a better way to handle something, say so. We build things here Sounds great! Am I the right fit?  Our guess is you have a good chance if you check as many of these as possible: 2+ years in a complex support or client-facing position Drive to make customer experiences WOW You're curious about AI and already thinking about how it changes what great support looks like You investigate like a detective. You don't stop at the surface, you find the actual problem You think in systems. A single case tells you something about the bigger picture You communicate findings clearly and get the right people moving on them You want to help build something, not just maintain it Native English level a must Requirements null