Customer Support Specialist

MailerLite

1d•$30,000 - $35,000•Remote

About The Position

MailerLite is seeking a smart, empathetic Customer Support Specialist who genuinely enjoys solving complex problems. This role involves handling technical issues, providing guidance, and owning resolutions. The ideal candidate will identify patterns, flag issues, and communicate clearly with customers and the team. This position offers opportunities for growth, ownership, and collaboration within a remote-first culture.

Requirements

2+ years of customer support experience (live chat + email) in a B2B SaaS company.
Fluent written and spoken English.
Ability to solve the root issue rather than just closing tickets quickly.
Clear and precise communication skills, both with customers and internally.
Proactive in identifying and surfacing product friction, patterns, and improvement ideas.
Strong opinions about good support and willingness to share them.
Good understanding of some of the following: DNS, API, HTML, WordPress, e-commerce tools, email marketing.
Comfortable working alongside AI tools and curious about their potential.
Strong resonance with MailerLite's values.
Experience with Intercom and Slack is a bonus.
Remote work experience.
Based in EMEA, Asia-Pacific, or Central America.
Willingness to work one of the specified shifts: APAC (Wednesday-Sunday or Saturday-Wednesday) or Europe (Tuesday-Saturday or Sunday-Thursday).

Nice To Haves

Fluent Spanish (for one of the two roles).

Responsibilities

Handle complex customer cases that require investigation, not just template responses.
Identify churn signals and friction patterns in the daily queue and surface them to the appropriate internal teams.
Drive issues to resolution end-to-end, collaborating with Technical Support and Engineering when necessary, always escalating with context and a clear hypothesis.
Contribute to Voice of Customer by tagging patterns, flagging product gaps, and transforming daily observations into actionable insights for Product and Leadership.
Utilize Intercom for primary support and Slack for internal communication, working closely with the MailerLite Support Team and other internal departments.
Help improve self-serve resources by flagging knowledge base gaps and contributing to macros and documentation.
Ensure clean handovers between shifts to maintain context and continuity.
Act as a consultant to customers, offering guidance to help them achieve better results with MailerLite.
Collaborate with the AI support bot by flagging response gaps and contributing to its ongoing improvement.