Remote B2B SaaS Support Specialist — Complex Cases

Wellfound; Barcelona; Remote; EUR 27,000 - 32,000; Full time

Benefits offered by this job

Remote-first culture

International health insurance

Annual retreats

31 days vacation

12 sick days

Parental leave

MacBook provided

Joy Budget

Job summary

MailerLite is a fast-growing email marketing service seeking a Customer Support Specialist. You’ll handle complex customer cases, investigate issues, and guide customers toward better MailerLite usage.

You’ll collaborate with AI tools and a diverse support team, identify product gaps, and help improve self-serve resources while maintaining high-quality, contextual handovers across shifts. Remote work is supported globally.

Qualifications

• 2+ years of customer support experience 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 don't return for the same problem.
• Experience with Intercom and Slack is a bonus.

Responsibilities

• Handle complex customer cases that require investigation, not just template responses.
• 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.
• Drive issues to resolution end-to-end, working with Technical Support and Engineering when needed—escalating with context and a clear hypothesis.
• Contribute to Voice of Customer: tagging patterns, flagging product gaps, and turning observations into insights reaching Product and Leadership.
• Use Intercom as your primary support tool and Slack for internal communication, collaborating with the Support Team and other teams.
• Help improve self-serve resources: flag knowledge base gaps, contribute to macros and documentation to reduce repeat contacts.
• Ensure clean handovers between shifts to preserve context for the next team.
• Act as a consultant to customers to improve results from MailerLite, e.g., sending strategy or automation optimization.
• Work with AI support bot to identify gaps and improve responses over time.

Skills

Customer support

English

Spanish

Remote work

Communication

SaaS experience

DNS

API

HTML

WordPress

E-commerce tools

Email marketing

Tools

Intercom

Slack

Job description

MailerLite is a fast-growing email marketing service seeking a Customer Support Specialist. You’ll handle complex customer cases, investigate issues, and guide customers toward better MailerLite usage.

You’ll collaborate with AI tools and a diverse support team, identify product gaps, and help improve self-serve resources while maintaining high-quality, contextual handovers across shifts. Remote work is supported globally.