Data Privacy Agent

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. In addition, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here. 

We’re embracing a hybrid work model that enables our teams to split their time between office and home. For this role, hybrid means we expect our Data Privacy Operations team to come together in our Richmond Willow Lawn office on 2-4 pre-determined days per month, to work together in person. Individuals can work from home for the remainder of the time. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

This position will interest you if:

• You are customer obsessed.  You maintain a relentless focus on our customer when making decisions and taking action
• You are an innovator.  You help determine what is possible and drive solutions to meet and influence our customer expectations
• You have a bias towards action.  You leverage data to draw insights and are able to quickly pivot based on the needs of our customers and organization
• You have a relentless focus on identifying and automating inefficient and manual processes

What You'll Do

SimpliSafe is seeking motivated, ambitious, self-starters who are excited to grow with a brand new team in our Richmond, VA Willow Lawn site.  The Data Privacy Operations team will be dedicated to contacting our customers who want to protect their privacy and reduce their digital footprint.  This role requires confidence in the ability to multitask, sensitivity to the incoming customer requests, and the ability to provide exceptional service to our customers.  In this role, agents are responsible for making outbound phone calls to customers through a variety of different requests, such as data deletion and “do not sell”.  Data Privacy agents must also be able to work concurrently with our Loyalty team to ensure proper customer retention efforts prior to deletion. 

Primary Responsibilities Include:

• Drive and communicate results, successes, and learnings to leadership with recommended actions for continuous improvement
• Proactively contact customers via outbound phone calls, managing and handling our customer’s private information
• Accurately maintain appropriate records and spreadsheets, prepare required reports, and update customer accounts
• Ability to handle sensitive customer information and communicate effectively 
• Handle additional privacy request types such as Do Not Sell, Deletion, Right to Know, Right to Correct, and Additional Data Access Requests

What You’ll Bring

• Experience with outbound call campaigns strongly preferred
• Exceptional communication skills and ability to handle escalated customer issues and address customer attrition risks
• Ability to work independently and in a team setting
• Ability to prioritize in a fast-paced environment and excellent time management skills
• Exceptional attention to detail to execute the data privacy requests in a timely manner for our customers

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek app