CUSTOMER SUPPORT SPECIALIST

Role Description

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 that's 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

Qualifications & Requirements

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

We're hiring for two roles with different language requirements: both need fluent written and spoken English, and one also needs fluent Spanish

You solve the root issue rather than just closing fast, so customers don't 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 aren't 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

You're comfortable working alongside AI tools and curious about how they can make support better

You strongly resonate with MailerLite's values

Experience with Intercom and Slack is an bonus

Remote work experience

Benefits & Offer

$31,000–$35,000 per year

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

International health insurance: Provided with coverage in most countries, with a monthly payout available in select countries where coverage is limited

Company-paid retreats: Once a year, we gather for a week in a beautiful 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 doctor's 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 $1,000 per year and increasing over time

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