About us: We are a growing cybersecurity company specialising in ecommerce security. We protect online businesses from fraud attacks and data breaches helping them trade safely and confidently. We are now looking for three Customer Service Advisors to join our remote team in the UK. About the role: The Role As a Customer Service Advisor you will be the human touch behind our advanced security platform. When AI bots are unable to resolve customer queries you will step in to manage and resolve support tickets efficiently and professionally. You will communicate with customers via phone and email ensuring that issues are understood prioritised and resolved in line with service standards. You will also assess and flag tickets according to urgency and impact ensuring critical security matters are escalated appropriately. This is a fully remote position offering structured support and training within a collaborative team environment. Key Responsibilities: Manage and resolve customer support tickets where AI automation has not succeeded Speak with customers over the phone to investigate and resolve complex queries Respond to customer enquiries via email in a clear professional and timely manner Accurately assess and flag tickets according to priority and risk level Escalate urgent security issues to the appropriate internal teams Maintain accurate records within the ticketing system Deliver a high standard of customer care while handling sensitive security matters About You Previous experience in a customer service rep role or transferable experience Confident communicator both written and verbal Comfortable handling phone based conversations Strong organisational skills with the ability to prioritise effectively Calm under pressure especially when dealing with urgent security related issues Comfortable working remotely and managing your own workload Interest in cybersecurity and ecommerce What We Offer Competitive salary / benefits Fully remote working within the UK Birthday off every year Generous annual leave allowance that increases with length of service Structured onboarding and ongoing training Opportunity to grow within a fast expanding cybersecurity company If you are organised proactive and motivated by helping businesses stay secure online we would love to hear from you. You must be 18 years or older to apply for this position due to us requiring you to sign an NDA upon offer of employment due to the sensitive nature of our work. Must live in and have the right to work in the UK Apply now for consideration.