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Customer Care Specialist I



Customer Service
Portland, OR, USA
Posted on Friday, June 9, 2023
IDX, a ZeroFox company, seeks a Customer Care Specialist to serve as the initial point of contact for members over the phone, and via email as well as manage the flow of initial Identity Theft Victim inquiries. In this entry-level role, you will ensure customer satisfaction by proactively facilitating and delivering information online, over the phone, and in writing. You have stellar interaction with all IDX departments and members and always have the highest level of professionalism at all times. These activities will occur within the scope of IDX performance standards, the company’s mission statement, and in accordance with the policies and procedures set forth. At times, IDX may need to conduct or update background checks on current employees depending on their position in the company and their accessibility to sensitive and/or regulated data. All such inquiries are limited to information relevant to job performance, workplace safety, and security. Inquiries are conducted in accordance with applicable laws.

Role and responsibilities

  • Handle phone and email volumes and serve as “traffic control” for incoming customer needs.
  • Assist IDX members with a wide variety of issues.
  • Update billing payment, account updates & changes.
  • Answer questions about service coverage and general information.
  • Become an expert in all aspects of IDX products and services.
  • Enter data into multiple computer applications.
  • Assist with all Customer Care Specialist tasks and projects.
  • Perform various office and administrative tasks as assigned.
  • Entrusted with sensitive member and client information.
  • Able to work varied shifts as well as overtime in occasional times of company need.

Required qualifications and skills

  • Experience in a client-based services environment, typically obtained in 2+ years.
  • Passion for problem solving.
  • Impeccable follow up and follow through.
  • Ability to handle heavy call volumes.
  • Strong attention to detail.
  • Expert organization and prioritization skills.
  • Ability to concentrate and work proficiently with constant interruptions.
  • Working knowledge of MS Office and associated programs.
  • Able to type 20-30 Words Per Minute.
  • Strong communication and customer service skills, both verbal and written.
  • Refined interpersonal skills.
  • Able to work under pressure while dealing with sensitive and confidential issues.
  • Ability to communicate clearly with members.
  • Positive attitude in difficult situations.
  • Completes assignments in a timely manner.
  • Advanced customer service and some technical support abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail and self-motivation.

Desired qualifications and skills

  • Experience providing customer service over the phone and via email
  • Credit card billing, fraud, identity theft and payment systems experience


  • Competitive compensation
  • Community-driven culture with employee events
  • Regular catered lunches for in-office work; snacks, drinks available daily
  • Generous time off
  • Comprehensive health benefits & 401(k) plan
  • Fun, modern workspace
  • Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture


  • Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
  • Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!

Other Information

  • Work to be partially performed at our office in Portland
  • This role requires occasional work on nights and weekends as needed.
ZeroFox’s mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den: with $150M+ in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth. That means committing to the success of each of our employees so you can be the best version of yourself on the best team. If you’re ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, you’ve come to the right place.
Equal Opportunity, Diversity & Inclusion
We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.