Customer Support Specialist

About the role

We are looking for a smart, empathetic Customer Support Specialist who enjoys solving complex problems for MailerLite’s B2B SaaS customers. You will handle technical issues, investigate root causes, and provide guidance beyond template responses.

Key responsibilities

• Handle complex customer cases that require investigation and own end‑to‑end resolution.
• Identify churn signals and friction patterns, surfacing them to product and leadership.
• Collaborate with Technical Support and Engineering, escalating with context and hypotheses.
• Contribute to Voice of Customer by tagging patterns, flagging product gaps, and turning observations into insights.
• Use Intercom for support and Slack for internal communication, ensuring clean handovers between shifts.
• Improve self‑serve resources by flagging knowledge‑base gaps and contributing documentation.

Required profile

• 2+ years of customer support experience (live chat + email) in a B2B SaaS environment.
• Fluent in written and spoken English and Spanish.
• Ability to solve root issues, communicate clearly with frustrated customers and internal teams.
• Proactive in surfacing product friction, patterns, and improvement ideas.
• Based in EMEA or Asia‑Pacific and available for one of the two shifts.

Required skills

• Experience with Intercom and Slack (bonus).
• Understanding of DNS, API, HTML, WordPress, e‑commerce tools, email marketing.

What we offer

• Yearly gross salary: $30,000 – $37,000 USD.
• Remote‑first culture with flexibility to choose work environment.
• International health insurance, 31 days vacation, 12 paid sick days, parental leave and budget.
• Company‑paid retreats, creative days, and a joy budget.
• MacBook and tools provided.