Customer Trust Analyst (Information Security)

Overview

Serve as the front line of how Talkdesk communicates with customers about security, privacy, and trust, owning security questionnaires, RFP security sections, and customer-facing trust collateral, and acting as an internal InfoSec champion.

What you'll do

• Run end-to-end intake, triage, and response for customer security questionnaires, RFP security sections, and ad-hoc prospect or customer security questions.
• Translate complex technical security and privacy controls into clear, accurate, professional responses for procurement, legal, and security audiences.
• Operate and continuously improve the response knowledge base (e.g., Responsive, Loopio, Conveyor), keeping answers current as products and controls evolve.
• Own SLAs for inbound requests and provide visibility to Sales and CS on status and turnaround.
• Use AI-assisted response tooling to draft first-pass answers, then review, validate, and refine for accuracy, never publishing AI output unverified.
• Maintain Talkdesk's Trust Center and customer-facing security and privacy collateral, including security overviews, compliance attestation summaries, AI governance one-pagers, sub-processor pages, and supporting whitepapers.
• Partner with Legal, Privacy, and Product to keep collateral aligned with the latest certifications, sub-processor changes, AI capabilities, and product releases.
• Write and maintain customer-facing AI governance content (model usage, data handling, opt-out mechanisms, ISO 42001 status, AI sub-processors).
• Equip Account Executives, Solutions Engineers, and Customer Success Managers to handle routine security conversations through pre-call briefings, FAQs, and enablement sessions.
• Join high-stakes prospect or customer security calls as the InfoSec representative when needed.
• Run the internal Security Champions program, recruiting champions across engineering, product, IT, and CS, providing enablement, and maintaining engagement.
• Drive InfoSec awareness internally through clear, useful, non-preachy communications and content.
• Partner with engineering and product managers so material product changes are reflected promptly in customer-facing trust documentation.
• Maintain documentation in Confluence and track work in Jira.

What you'll need

• 2-4 years of experience in InfoSec, GRC, customer trust, security assurance, or technical pre-sales support, ideally in a B2B SaaS environment.
• Strong written communication: translate technical security controls into clear language for non-technical audiences (Legal, Procurement, Executives) without losing accuracy.
• Working knowledge of common security frameworks (SOC 2, ISO 27001, NIST CSF) and privacy regulations (GDPR).
• Comfortable working alongside engineers: can interview a product or platform engineer about how a feature handles data, reads architecture diagrams without re-explanation, and is familiar with cloud security concepts (multi-tenancy, encryption at rest/in transit, IAM, logging) sufficient to ask good follow-up questions.
• Familiarity with AI security risks (e.g., OWASP Top 10 for LLMs) and AI governance principles (NIST AI RMF, ISO 42001).
• Experience working in Google Workspace, Confluence, and Jira.
• Fluent in English (written and spoken).
• Strong analytical and critical-thinking skills.
• Comfortable working in fast-paced, sometimes high-pressure situations, including end-of-quarter deal pushes.

Nice to have

• Hands-on experience with a questionnaire response platform (Responsive, Loopio, Conveyor, or similar).
• Experience maintaining a Trust Center or customer-facing security/privacy collateral.
• Exposure to running a Security Champions program or another internal security awareness/engagement program.
• Familiarity with security standards and frameworks beyond the must-haves (e.g., HIPAA, PCI DSS, FedRAMP, NIST 800-53, CIS, OWASP, SANS).
• Relevant certifications such as CIPP/E, ISO/IEC 27001 Lead Implementer / Lead Auditor, or CompTIA Security+.
• Bachelor's degree or equivalent experience.

Details

• Work environment is primarily office-based, computer-based work with extended periods of sitting or standing and limited lifting.