Customer Support Specialist

MailerLite is one of the fastest-growing email marketing services. We help more than 1 million businesses around the world stay in touch with their customers. Today we are a team of more than 170 dreamers adventurers and world travelers passionate about what we do and what we believe in. And we are ready for another talented person to join the party.

We are looking for a smart empathetic Customer Support Specialist who genuinely enjoys solving problems - not just answering questions. We use AI to handle the majority of routine queries which means the cases that reach you tend to be the more complex ones: technical issues that require investigation customers who need real guidance situations where a template wont cut it.

Youll be expected to think dig in and own the resolution. Beyond day-to-day support we value people who notice patterns flag whats not working and communicate clearly both with customers and with the team. If that sounds like the kind of work you find meaningful wed love to hear from you. Join us now!

• Youll find every day filled with intriguing challenges
  Different questions and unique use cases that make you think and improve your knowledge will keep you engaged on a daily basis.
  
  

• Youll grow develop and evolve
  As part of a team thats always looking for new innovative ways to offer value to customers youll constantly be experimenting learning and trying out new things.
  
  

• Youll take ownership
  We expect you to take full responsibility and ownership of your tasks. Team leads avoid micromanaging and minimize interruptions so you can stay focused on your assignments.
  
  

• Youll have experts on hand
  Whenever youre stuck your teammates with a wide range of expertise are ready to help you grow. And theyd love for you to share your knowledge too!
  
  

• Youll pick where you work every day
  We embrace the remote culture. Every day you get to choose the environment that makes you most productive.
  
  

• Youll have stability
  We value a stable workplace! MailerLite has been thriving for over 10 years and our year-over-year growth continues to increase.

• You will handle complex customer cases that require investigation not just template responses

• You will 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

• You will 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

• You will contribute to Voice of Customer: tagging patterns flagging product gaps and turning daily observations into insights that reach Product and Leadership

• You will use Intercom as your primary support tool and Slack for internal communication working closely with the MailerLite Support Team and other internal teams

• You will help improve self-serve resources: flagging knowledge base gaps contributing to macros and documentation to reduce repeat contacts and scale quality

• You will ensure clean handovers between shifts - so nothing drops and context is preserved for the next team

• You will act as a consultant to customers - going beyond the immediate fix to help them get better results from MailerLite whether thats improving their sending strategy optimizing an automation setup or making better use of available features

• You will 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

• Yearly gross salary: 30000 - 37000 USD/year

• Remote-first culture: Our team works remotely from around the world

• 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 doctors 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 $1000 per year and increasing over time

• MacBook and other tools: That help you to do your job efficiently

• 2 years of customer support experience (live chat email) in a B2B SaaS company

• Fluency in both written and spoken English and Spanish

• You solve the root issue rather than just closing fast so customers dont return for the same problem and you communicate clearly and precisely with frustrated customers and when escalating internally

• You go beyond the ticket naturally surfacing product friction patterns and improvement ideas with an eye for customer growth: spotting the right moments to highlight features drive activation and support retention

• You have strong opinions about good support and arent 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

• Youre comfortable working alongside AI tools and curious about how they can make support better

• You strongly resonate with MailerLites values

• Experience with Intercom and Slack is an bonus

• Remote work experience

• Youre based in EMEA or Asia-Pacific covering one of two shifts:

  • Europe team (06:0014:00 UTC)

    • TuesdaySaturday shift (days off: SundayMonday)

    • SundayThursday shift (days off: FridaySaturday)