Customer Support Specialist
New
M
MailerLiteEmail Marketing SaaS
You're based in EMEA or Asia-Pacific, 06:00–14:00 UTCContractMiddle
SalaryUSD 30000 - 37000 / year
Apply NowOpens the employer's application page
Job Details
- Languages
- English, Spanish
- Experience
- 2+ years
- Required Skills
- HTMLRESTful APIsWordPressSlackCustomer support
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 root-cause problem solving and clear communication skills
- Ability to surface product friction, patterns, and improvement ideas
- Good understanding of some of: DNS, API, HTML, WordPress, e-commerce tools, email marketing
- Comfortable working alongside AI tools
- Remote work experience
- Based in EMEA or Asia-Pacific
- Ability to work specific shifts: 06:00–14:00 UTC (Tuesday–Saturday or Sunday–Thursday)
Responsibilities
- 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
- Contribute to Voice of Customer: tagging patterns, flagging product gaps, and turning daily observations into insights
- Help improve self-serve resources: flagging knowledge base gaps, contributing to macros and documentation
- Ensure clean handovers between shifts
- Act as a consultant to customers, helping them improve their sending strategy and automation setup
- Work alongside AI support bot to flag gaps and contribute to ongoing improvements
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