Customer Care Representative

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos' complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at

Role summary

The Customer Care Representative will be responsible for ensuring that he/she provides high quality information in response to inquiries about Sophos products and services to Sophos customers, partners and other engineers. As a Customer Care Support, you are responsible for ensuring you deliver a total customer experience that they will love, and trust using our products and services and actively recommend them to others.

• • Works closely with the Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
• Supports Team Leaders across the business/department.
• Reports to Customer Care Manager.
• Provide assistance to Sophos customers, prospects and partners by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call time and call wait times, with a focus on high quality, accuracy and customer satisfaction.
• Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
• Record all activity in the department's call logging system, updating cases every day in order that progress can be tracked with each customer's incident, viewed via the customer portal and reports generated for high profile customers.
• Handling customer complaints and escalations in a professional and helpful manner.
• Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores.
• Answer questions as well as ask questions to obtain full understanding of what information is being requested.
• Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues and provide information requested or ascertain who best can provide the information and route the request to the proper person.
• Adhere to Sophos Support Services best practices.
• Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
• Provide customer service to Sophos customers via either office based or on call (mobile phone) support at weekends and holidays as per the department's on-call schedule.
• Accepting assignments with open, cooperative, positive and team-oriented attitudes.
• Actively contributing to the development of new or changed processes and procedures.
• Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer focused view is taken at all times.
• Flexible in working in any shifts including night shifts

• • Ability to look for new/better ways to improve customer interactions and experiences.
• Excellent listening, verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat, and email.
• Desire to act in the best interest of the customer.
• Tailor communication style to adapt to various customer requirements.
• Handle escalated calls while using good judgment to make sound recommendation.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Demonstrated self - starter who is willing to change quickly between roles, duties, and tasks.
• Collaborative team player who helps builds team morale.
• Positive and friendly demeanour.
• Working within a matrix structure, working with peers and senior members of the Technical Support Team alongside other departments within Sophos.
• Experience in handling customer inquiries via email systems.

#LI-Remote

#B1

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos' data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos