Customer Support Specialist

About The Company

Aura is dedicated to creating a safer internet environment by providing a comprehensive suite of intelligent digital safety products. With a mission to protect individuals against digital threats, Aura serves millions of customers worldwide. The company is experiencing rapid growth and is in an exciting phase of expansion, guided by a leadership team that has successfully scaled startups into multi-billion dollar organizations. Aura’s commitment to innovation, customer satisfaction, and security makes it a leading player in the digital safety industry.

About The Role

We are seeking a motivated and customer-focused Customer Support Specialist to join our team. In this role, you will act as the first point of contact for Aura’s customers, providing them with essential product education, empathetic support, and timely resolutions to their inquiries. Your primary responsibility will be to ensure a positive customer experience by addressing concerns, troubleshooting issues, and identifying opportunities to enhance customer engagement through upselling of Aura’s Identity, Privacy, and Security solutions. This position is remote; however, candidates must reside within the greater San Antonio, Texas area (within 50 miles of the city center).

Qualifications

• Minimum of 2 years of experience in a customer service or call center environment
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle high-stress calls with empathy and patience
• Proven ability to multitask effectively, maintaining high accuracy
• Willingness to learn upselling techniques and product knowledge
• Proficiency with Microsoft Windows and Google Suite; familiarity with Mac systems is a plus
• Reliable home internet connection with a minimum download speed of 50 Mbps
• Dedicated workspace ensuring confidentiality and security
• Successful completion of New Hire Orientation and Credit Education training programs, including passing all certification exams

Responsibilities

• Serve as a frontline ambassador by providing exceptional customer service to Aura clients
• Respond to general customer inquiries, process enrollments, and troubleshoot product issues
• Manage a high volume of inbound calls, ensuring each interaction is positive and professional
• Identify potential upsell and retention opportunities aligned with customer needs
• Conduct outbound follow-up calls to maintain customer engagement and satisfaction
• Collaborate with the Customer Experience team to improve support processes and customer outcomes
• Document customer interactions accurately and maintain detailed records
• Perform additional duties as assigned by management to support team goals

Benefits

• Competitive hourly pay of $19/hr plus incentives for upselling
• Comprehensive health and wellness benefits
• Retirement savings plans
• Paid parental leave
• Flexible remote work environment with a dedicated workspace
• Opportunities for professional growth and development

Equal Opportunity

Aura is proud to be an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, veteran status, marital status, or any other protected category. We are committed to fostering an inclusive community where all individuals feel valued and supported. Additionally, Aura provides accessible accommodations during the application process and throughout employment for candidates and employees with disabilities. If you require assistance or accommodations, please contact our Talent Acquisition team.

Key skills/competency

• Customer Service
• Call Center Environment
• Data Entry
• Communication Skills
• Problem-Solving
• Upselling
• Product Knowledge
• Customer Engagement
• Troubleshooting
• Microsoft Windows and Google Suite