Customer Experience Specialist (Support & Success)
About The Position
We are seeking a Customer Experience Specialist to be the primary point of contact for Marker.io customers. This role involves assisting customers via live chat, email, and phone with a variety of issues including technical troubleshooting, billing inquiries, onboarding, product education, trial support, feature clarification, account management, and upgrade conversations. This is not a standard ticket support position; the specialist will play a crucial role in ensuring customer success, improving retention and conversion rates, and enhancing the overall customer experience. The role requires close collaboration with founders, product, and engineering teams to share customer insights, enhance documentation, and identify product usability issues. The ideal candidate will be proactive, empathetic, and possess strong problem-solving skills, with a genuine desire to help customers succeed and contribute to the growth of Marker.io.
Requirements
- 3-6 years of experience in a customer-facing role within a SaaS or tech environment.
- Familiarity with issue tracking/project management tools (e.g., Jira, GitHub, ClickUp).
- Experience troubleshooting common SaaS product issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems.
- Ability to learn software products quickly.
- Strong ownership and autonomy.
- Comfortable switching between technical and non-technical conversations.
- Ability to stay calm and helpful under pressure.
- Organized and detail-oriented.
- Communicate clearly and empathetically in writing.
- Enjoy helping people solve problems.
- Ability to handle 1st-level customer inquiries and support via email, chat, and online calls.
- Curious mindset.
- Proactive thinking and ability to identify system/process improvements.
- Legally able to travel to Europe when needed.
Nice To Haves
- Experience supporting integrations or APIs.
- Experience in product-led growth (PLG) companies.
- Experience with Intercom, Help Scout, Zendesk, or similar tools.
- Basic technical knowledge (browser debugging, APIs, web apps, etc.).
Responsibilities
- Provide customer support and troubleshooting via chat, email, and phone.
- Conduct calls with customers for support or to assist the sales team.
- Troubleshoot product and integration issues.
- Investigate bugs, reproduce problems for engineering, and file tickets.
- Assist users in configuring integrations with tools such as Jira, Linear, ClickUp, Trello, and Asana.
- Address billing and subscription inquiries.
- Support trial users in achieving value quickly.
- Guide customers through setup processes and best practices.
- Reduce onboarding friction and confusion.
- Extend trial periods when appropriate.
- Identify opportunities for upgrades and expansion during customer interactions.
- Surface recurring customer pain points to relevant teams.
- Contribute to the improvement of the help center and documentation.
- Create or suggest support macros and workflows.
- Collaborate with product and design teams on usability enhancements.
- Contribute to improving support operations and scalability.
- Participate in developing processes, tooling, automations, and AI-assisted support workflows.
- Assist in prioritizing support conversations, especially with the introduction of a free plan.
Benefits
- Work directly with the founders
- High ownership and impact
- Fully remote-friendly
- Small, experienced, product-focused team
- Opportunity to shape customer experience at a growing SaaS company
- Flexible and fast-moving environment
- Flexible working hours
- 25 days off per year
- Onboarding in Brussels (first week on-site)
- Career evolution roadmap
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
