Customer Support Specialist

Mailerlite; United States; Remote; USD 31,000 - 37,000; Full time

Benefits offered by this job

Remote-first culture

Health insurance

Company retreats

31 days vacation

Sick days

Parental leave

Parental budget

Joy Budget

MacBook and tools

Job summary

MailerLite, a fast-growing email marketing service, is seeking a Customer Support Specialist. You will handle complex cases, investigate issues, and guide customers to better outcomes, with a focus on solving root problems and improving the product experience.

Join a remote-first team that values clear communication, proactive problem solving, and collaboration with AI-assisted tools. Fluency in English and Spanish is required, along with remote-work experience.

Qualifications

• 2+ years of customer support experience in a B2B SaaS company.
• Fluency in English and Spanish (written and spoken).
• You solve the root issue and communicate clearly—even with frustrated customers.
• You surface product friction and improvement ideas beyond tickets.
• Experience with Intercom and Slack is a plus.
• Remote-work experience and self-motivation.

Responsibilities

• Handle complex customer cases that require investigation, not template responses.
• Identify churn signals and surface friction patterns to the right teams.
• Drive issues to end-to-end resolution with Technical Support and Engineering when needed.
• Contribute to Voice of Customer by tagging patterns and surfacing insights.
• Use Intercom as the primary support tool and Slack for internal comms.
• Help improve self-serve resources to reduce repeat contacts and scale quality.
• Ensure clean handovers between shifts and preserve context for the next team.
• Act as a consultant to customers to improve their MailerLite outcomes.

Skills

B2B SaaS experience

English & Spanish fluency

Problem solving

Clear communication

Remote work experience

Tools

Intercom

Slack

API

HTML

WordPress

DNS

Job description

Customer Support Specialist

Job description

MailerLite is one of the fastest-growing email marketing services. We help more than 1 million businesses around the world stay in touch with their customers. Today, we are a team of more than 170 dreamers, adventurers, and world travelers passionate about what we do and what we believe in. And we are ready for another talented person to join the party.We are looking for a smart, empathetic Customer Support Specialist who genuinely enjoys solving problems - not just answering questions. We use AI to handle the majority of routine queries, which means the cases that reach you tend to be the more complex ones: technical issues that require investigation, customers who need real guidance, situations where a template won't cut it.You'll be expected to think, dig in, and own the resolution. Beyond day-to-day support, we value people who notice patterns, flag what's not working, and communicate clearly — both with customers and with the team.

If that sounds like the kind of work you find meaningful, we'd love to hear from you.

Join us now!

What you will work on

• 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

What we expect from you

• 2+ years of customer support experience (live chat + email) 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, 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
• You're based in EMEA or Asia-Pacific, covering one of two shifts: Europe team (06:00–14:00 UTC)Tuesday–Saturday shift (days off: Sunday–Monday)Sunday–Thursday shift (days off: Friday–Saturday)

What we offer

• Yearly gross salary range: $31,000-$37,000
• 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