Remote B2B SaaS Support Specialist (EN/ES)

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

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.