Guardio is on a mission to redefine consumer cybersecurity for the modern internet.
We operate at consumer scale, protecting millions of people every day across devices, accounts, and digital touchpoints. In a world where phishing, fraud, and AI-powered scams evolve overnight, Guardio stays ahead of the curve.
We move fast, think deeply, and build with purpose. Our culture is rooted in transparency, feedback, and collaboration along with shared wins, team dinners, company trips, and good times.
We’re a team of 100+ makers, doers, and boundary-breakers. If you’re ready to tackle meaningful challenges, grow at lightning speed, and help shape the next frontier of online safety, you belong here.
Let's cut to the chase. What's the job?
This isn't a traditional CX role. Yes, you'll own complex escalations, but what we really looking for is someone who sees every hard case as a signal, not just a ticket. You'll use AI tools to investigate faster, spot patterns earlier, and turn recurring pain points into fixes before they scale. You'll think like a product person, act like an owner, and help us redefine what CX can look like when it stops being reactive and starts being a competitive advantage.
What you'll do
Own complex escalations end to end, but more importantly, ask why they're happening and fix the root cause
Use AI tools to investigate billing, account, and system issues faster and with more precision than traditional methods allow
Spot patterns in escalation data and turn them into actionable insights, for the product team, for team training, for flow improvements