Customer Support Specialist

Job not on LinkedIn

🕒 July 27

⛩ Asia – Remote

💵 $30k - $37k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 26%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 requiring investigation rather than template responses • Identify churn signals and friction patterns and surface them internally in a structured, actionable way • Drive issues to resolution end-to-end, collaborating with Technical Support and Engineering when needed • Escalate issues with context and a clear hypothesis • Contribute to Voice of Customer by tagging patterns, flagging product gaps, and sharing insights with Product and Leadership • Use Intercom as the primary support tool and Slack for internal communication • Improve self-serve resources by flagging knowledge-base gaps and contributing to macros and documentation • Ensure clean handovers between shifts and preserve context • Advise customers on sending strategy, automation setup, and effective use of MailerLite features • Work alongside the AI support bot by identifying response gaps and contributing to improvements

🎯 Requirements

• 2+ years of customer support experience (live chat + email) in a B2B SaaS company • Fluency in both written and spoken English and Spanish • Ability to investigate and resolve root issues rather than only close tickets quickly • Clear and precise communication with frustrated customers and during internal escalations • Ability to identify product friction, patterns, and improvement ideas • Customer growth awareness, including spotting opportunities to highlight features, drive activation, and support retention • Strong understanding of some of DNS, API, HTML, WordPress, e-commerce tools, and email marketing • Comfortable working alongside AI tools • Strong alignment with MailerLite's values • Experience with Intercom and Slack is a bonus • Remote work experience • Based in EMEA or Asia-Pacific • Availability to cover one of the specified shifts: 06:00–14:00 UTC Tuesday–Saturday or Sunday–Thursday • Complete application with a published personal landing page, video, LinkedIn profile, and required application questions • Fluent Spanish, written and spoken • Experience in a customer-facing support role and a SaaS company

🏖️ Benefits

• International health insurance with coverage in most countries worldwide and monthly payout in select countries where coverage is limited • Company-paid annual retreats • 31 days of vacation including public holidays • 12 paid sick days • 4 creative days • 12 parental days • 100% paid parental leave (3 months maternity, 1 month paternity) • $1,000 parenting budget • Joy Budget starting at $1,000 per year and increasing over time • MacBook and other tools • Remote-first culture • Professional growth, learning, and development opportunities