Customer Support Advisor (Proton Mail)

Join Proton and build a better internet where privacy is the default

At Proton we believe that privacy is a fundamental human right and the cornerstone of democracy. Since our inception in 2014 founded by a team of scientists from CERN we have dedicated ourselves to providing free and open-source technology to millions worldwide ensuring access to privacy security and freedom online.

Our journey began with Proton Mail the largest secure email service globally and has since expanded to include Proton VPN Proton Calendar Proton Drive and Proton Pass. These tools empower individuals and organizations to take control of their personal data break away from Big Techs invasive practices and defeat censorship. Our work impacts hundreds of millions of lives from activists on the front lines defending freedom to leaders in governments protecting sensitive some cases Protons services have even been instrumental in saving lives by enabling secure and private communications in high-risk situations.

Proton today supports over 100 million user accounts with a growing team of over 500 people from over 50 different countries from the worlds top companies and universities. We value intelligence learning potential and ambition in our hiring process. Adaptability is key as we navigate uncharted territories and redefine how business is conducted online. We believe smaller teams of exceptional talent will always prevail over larger teams with lower talent density. Proton has become profitable and reached scale without relying upon VC funding largely due to superior talent that allows us to do things faster more creatively and more efficiently.

We have a global mindset and big ambitions but remain a start-up at heart. We value empowerment and flexibility and keep our structure flat to keep moving fast and avoid unnecessary politics. Tired of blending into the crowd Join us and do work you can truly be proud of. Check our social media pages to learn more about us: TwitterRedditInstagram.

The team:

Customer Support is one of the biggest teams in Proton with around 100 employees. They are here to assist you with any questions concerns or issues you may have with all our products but also payment issues spam and abuse social media etc. Our dedicated team is committed to providing our users with the best possible service and ensuring that your experience with our products is a positive one. The team is located in the offices in Skopje and Taipei.

Tech Stack and Tools:

Zendesk Jira Confluence. Our Customer Support team actively communicate with our community on our social media channels like Twitter Reddit and Instagram.

Impact Opportunities:

Customer Support team impact extends far beyond resolving customer inquiries; they are often the frontline ambassadors of a company directly interacting with customers and influencing their perception of the brand. The Customer Support team play a key role in gathering valuable feedback and insights from customers. By listening to customer concerns suggestions and preferences they provide valuable data that can be used to improve products services and processes. This feedback loop helps businesses make informed decisions and drive continuous improvement ultimately leading to increased customer satisfaction and business growth.

Also our Customer Support team members have a lot of career opportunities within the company. They can be a potential fit for other departments such as QA Engineering Product and Marketing.

What you will do:

• Interact directly with Proton Mail customers to answer questions regarding our services
• Help resolve technical support inquiries from customers and maintain the high levels of customer support and satisfaction we are known for
• Extensive troubleshooting in order to detect the cause of the issue
• Collaborate closely with our developers to improve Proton products based on customer feedback
• Helping to test the web and mobile applications on a regular basis to ensure that only a high-quality product is released to our customers

What we are looking for:

• Advanced English (especially in written form) - it is a must
• Understanding the concept of end-to-end encryption
• Youre a problem solver with a positive attitude
• You enjoy working in a highly dynamic environment
• Youre tech-savvy
• You care about digital privacy and you want to make a difference

Bonus points for:

• Experience in Customer Support
• Experience with QA testing
• A degree in Information Technology or other relevant field

What We Offer

• Office First:Collaboration is easier and more effective in person which is why we have offices in Geneva Zurich Prague Barcelona Paris London Vilnius Skopje and Taipei. You can also enjoy working from home up to 30% of the time while enjoying great company during our three core days in the office.
• Technology:We provide all the devices and software you need to excel in your role ensuring you have the best tools at your disposal to achieve your goals.
• Food:Lunch and snacks are provided by Proton every day at our offices.
• Transport:We will always support our employees with transport costs through subsidizing public transport bike allowances or parking spaces based on your office location.
• Stock Options:At Proton we are all owners of the company and you get stock options when you join us.
• Learning and Development:We are committed to your professional growth. Proton offers various learning opportunities including training programs conferences and events and continual learning.
• Employee Benefits:Comprehensive health insurance plans competitive retirement savings options generous vacation and leave policies and wellness programs.
• Work that Matters: Proton is a community-first organization started with the support of a crowdfunding campaign and built with community input. To this day Protons only source of revenue is user subscriptions. Over 100 million people trust and support Proton and we put our users and community first in everything we do. Read more about our impact here.

Our Commitment to Diversity and Inclusion

At Proton we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals regardless of race ethnicity gender age sexual orientation physical ability or socio-economic background feel valued and empowered. We strive to create equal opportunities promote open dialogue and support continuous learning to ensure every voice is heard and respected.

If you need any extra support or reasonable adjustments during the hiring process please let your talent partner know.

Candidate Privacy Notice

When you apply for a position refer a candidate or are considered for a role at Proton Technologies AG (Proton we us or our) your information is stored in Greenhouse in accordance with theirService Privacy information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills.

If we no longer have a legitimate business need to process your information we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information or if you wish to access correct or delete your data please contact our privacy team at

Proton does not accept unsolicited resumes from any sources other than directly from candidates. We will not pay a fee for any placement resulting from an unsolicited offer even if the candidate is subsequently hired by Proton.

To learn more about our privacy policy please visitour privacy policy page.

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