Customer Support Specialist
New
M
MailerLiteEmail marketing, SaaS
You're based in EMEA or Asia-Pacific, APAC shift: 22:00–06:00 UTC; Europe shift: 06:00–14:00 UTCFull-TimeMiddle
SalaryYearly gross salary range: $31,000-$35,000
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Job Details
- Languages
- Fluent written and spoken English is required; one of the two roles also requires fluent Spanish.
- Experience
- 2+ years
- Required Skills
- HTMLRESTful APIsWordPressCustomer supportSaaSSlack
Requirements
- 2+ years of customer support experience (live chat + email) in a B2B SaaS company.
- Fluent written and spoken English; one of the two roles also requires fluent Spanish.
- Strong ability to solve root issues and communicate clearly with both customers and internal stakeholders.
- Proactive mindset for identifying product friction, growth patterns, and improvement ideas.
- Good understanding of at least some of: DNS, API, HTML, WordPress, e-commerce tools, and email marketing.
- Comfortable working alongside and evaluating AI support tools.
- Strong resonance with MailerLite's company values.
- Previous remote work experience.
- Based in EMEA or Asia-Pacific region.
- Bonus: Experience with Intercom and Slack.
Responsibilities
- Handle complex customer cases that require investigation rather than template responses.
- Identify churn signals and friction patterns to surface actionable insights to Product and Leadership.
- Drive issues to resolution end-to-end, working with Technical Support and Engineering when necessary.
- Contribute to Voice of Customer by tagging patterns and flagging product gaps.
- Collaborate using Intercom and Slack, and help improve self-serve resources like knowledge base and macros.
- Act as a consultant to customers, advising on sending strategies, automation, and feature utilization.
- Work alongside AI support bots to flag response gaps and contribute to continuous improvement.
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