Customer Support Specialist

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MailerLite

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

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 • Identify churn signals and friction patterns in daily queue • Drive issues to resolution end-to-end • Contribute to Voice of Customer • Use Intercom as your primary support tool • Help improve self-serve resources • Ensure clean handovers between shifts • Act as a consultant to customers • Work alongside our AI support bot

🎯 Requirements

• 2+ years of customer support experience (live chat + email) in a B2B SaaS company • Fluent written and spoken English • Fluent Spanish (for one of the roles) • Problem-solving skills for complex issues • Strong opinions about good support • Good understanding of some of: DNS, API, HTML, WordPress, e-commerce tools, email marketing • Comfortable working alongside AI tools

🏖️ 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