Customer Support Specialist

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🕒 6 days ago

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MailerLite

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

MailerLite is a user-friendly SaaS platform for email marketing and online presence that helps creators, small businesses, agencies and enterprises grow and engage audiences. It provides drag-and-drop email and newsletter editors (including AI-assisted design), automation workflows, triggered email notifications, and list management tools (including email verification). MailerLite also includes website and blog builders, landing pages, signup forms, an iPad subscriber app for offline collection, paid newsletter subscriptions, digital product sales, appointment booking, e-commerce integrations, and a developer API — all backed by integrations with tools like Stripe, Shopify, WordPress and Zapier and by ISO 27001 / GDPR-compliant security.

📋 Description

• Handle complex customer cases that require investigation, not just template responses. • Identify churn signals and friction patterns in your daily queue, and surface them to the right people inside the company in a structured, actionable way. • Drive issues to resolution end-to-end, working with Technical Support and Engineering when needed, always escalating with context and a clear hypothesis, not just passing the problem along. • Contribute to Voice of Customer: tagging patterns, flagging product gaps, and turning daily observations into insights that reach Product and Leadership. • Use Intercom as your primary support tool and Slack for internal communication, working closely with the MailerLite Support Team and other internal teams. • Help improve self-serve resources: flagging knowledge base gaps, contributing to macros and documentation to reduce repeat contacts and scale quality. • Ensure clean handovers between shifts — so nothing drops and context is preserved for the next team. • Act as a consultant to customers — going beyond the immediate fix to help them get better results from MailerLite, whether that's improving their sending strategy, optimizing an automation setup, or making better use of available features. • Work alongside our AI support bot — flagging gaps in its responses and contributing to ongoing improvements, so the human and AI layers of support work better together over time.

🎯 Requirements

• 2+ years of customer support experience (live chat + email) in a B2B SaaS company. • Fluency in both written and spoken English and Spanish. • Strong problem-solving skills: You solve the root issue rather than just closing fast, so customers don't return for the same problem, and you communicate clearly and precisely — with frustrated customers and when escalating internally. • Strong opinions about good support and aren't afraid to share them, and you see customer support as an important part of your career journey. • Good understanding of some of: DNS, API, HTML, WordPress, e-commerce tools, email marketing. • Comfortable working alongside AI tools and curious about how they can make support better. • Remote work experience. • Based in EMEA or Asia-Pacific covering one of two shifts: Europe team (06:00–14:00 UTC) Tuesday–Saturday shift (days off: Sunday–Monday) or Sunday–Thursday shift (days off: Friday–Saturday).

🏖️ Benefits

• International health insurance: Provided with coverage in most countries worldwide, with a monthly payout available in select countries where coverage is limited. • Company-paid retreats: Once a year, we gather for a week in an exotic location to work, learn, and have fun together. • 31 days of vacation (including public holidays): We encourage you to unplug and recharge! • 12 paid sick days: For your physical and mental well-being, no doctor's note required. Parents can use them to care for their sick children. • 4 creative days: One paid day off per quarter to do something creative and fun. • 12 parental days: Enjoy one paid day off each month to treasure time with your children. • Parental leave: 100% paid leave when welcoming a new child through birth (3 months maternity, 1 month paternity) or adoption. • Parenting budget of $1000: A $1000 special gift to celebrate the arrival of your little one, whether through childbirth or adoption. • Joy Budget: Annual allowance to spend on what brings you joy, starting at $1,000 per year and increasing over time. • MacBook and other tools: That help you to do your job efficiently.