About Cyberwolf

Cyberwolf is a sister company of spotit.

Imagine having a personal bodyguard for your entire online life.

At Cyberwolf, we protect VIPs of large organizations and wealthy families, keeping all devices, accounts, and data secure 24/7.

As the guardians of VIPs and their families, convenience and discretion are holy values to us. Cyberwolf is (and will always be) a company operating in the shadows. But if you’re a warm-hearted professional, you’ll be able to meet and help secure leaders and their families all across the world.

In this company, we always look for ways to make our solution and services more intuitive, more automated, and less intrusive. Let them relax and focus on what matters, we’ll have their digital backs.

Cyberwolf is a start-up company with strong Year-on-Year growth. We serve clients across the world and have offices in Belgium (Merelbeke) and the United States (Atlanta, GA).

About You & Your Role

As our Customer Care Hero, you are a key player in the Cyberwolf Member journey from start to finish.

• You are there to help Members prepare for the service, you are present at their onboarding and you catch up with them or help answer questions along the journey.
• You are a familiar face who helps Members feel understood and cared for from the moment they get in touch with you.
• Soon after meeting you, Members know that if you’re on it, they can rest assured. Your attention for detail is highly appreciated by them.
• We expect your commitment to get the job done, and we will make sure that you have everything you need to deliver the best possible experience, and shine.
• We expect you to take pride in your work, and if you have ideas on how you/we can grow, then we will listen, reflect, and give you the opportunity to have impact.
• We expect you to be always an ambassador of the Cyberwolf brand, and you will share in the respect, appreciation, and gratitude of our team and our clients.

Key responsibilities

• You are a warm point of contact to all Members. Friendly, courteous and polite.

• You help Members with their questions, requests, or problems by getting the right information and context to our security specialists so they can take action.

• You follow up on open cases so we always leave a professional impression.

• You organise and prepare the practical aspects of Member onboardings.

• You reflect on how we can make every contact a delightful experience. You are not afraid to share your ideas or speak up if we are not being our best selves.

Personal Skills

• You have strong interpersonal skills and are an excellent communicator. You are fluent in English. Dutch or French is a plus.

• You have a high level of intuition to anticipate and exceed Member needs.

• You remain cool when under pressure and are on top of things during incidents.

• You are a teamplayer.

• You contribute to the Cyberwolf brand by choosing quality over quantity.

• You take responsibility and pride in your work and should expect nothing less from your colleagues.

Background

• You have 2+ years of work experience in a customer-facing role.
• Experience in the luxury or premium service industry is a plus.

About our Culture and Beliefs

We care

We protect people in high-risk contexts and try to provide them convenience and peace of mind. Our members trust and refer us because when they needed our help, they felt our heartfelt commitment and professionalism to get the job done.

We promise our customers that we can protect their VIPs without any impact on their digital experience or privacy. That means we take every suboptimal experience seriously and look for ways to make it better.

In the end, good service or happy members aren’t difficult concepts. Show everyone you care.

Be smart about it

We focus on solving complex problems with simple principles far from ready-made ideas. To be succesful in what we do means we need to be smart about how we solve issues and fix them forever. We don’t pressure people to implement short-term fixes but provide room to build a permanent solution that contributes to our core values. So we expect you to use that freedom to make this a better company.

We grow together

We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.

Interested to become a Customer Care Hero? Apply now!