Customer Support Specialist

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 to join our growing team and help us continue delivering exceptional customer experience to the users of our apps. They should be a fast-learning individual who thrives in a dynamic work environment, enjoys assisting others, is detail-oriented, and maintains a problem-solving attitude. Join us now! 🥳

Why MailerLite?

• You'll find every day filled with intriguing challengesDifferent questions and unique use cases that make you think and improve your knowledge will keep you engaged on a daily basis.

• You'll grow, develop and evolve
  As part of a team that's always looking for new, innovative ways to offer value to customers, you'll constantly be experimenting, learning, and trying out new things.
  
  

• You'll take ownership
  We expect you to take full responsibility and ownership of your tasks. Team leads avoid micromanaging and minimize interruptions so you can stay focused on your assignments.
  
  

• You’ll have experts on hand
  Whenever you’re stuck, your teammates with a wide range of expertise are ready to help you grow. And they’d love for you to share your knowledge too!
  
  

• You'll pick where you work, every day
  We embrace the remote culture. Every day you get to choose the environment that makes you most productive.
  
  

• You'll have stability
  We value a stable workplace! MailerLite has been thriving for over 10 years and our year-over-year growth continues to increase.

What you’ll work on

• You will become an expert in all MailerLite products and respective admin tools

• You will be answering customer queries via live chat and email (Intercom) about our products, their features, and how to make the best use of them

• You will be providing guidance on the functionality of MailerLite integrations and our API solutions (e.g. WooCommerce, Shopify, WordPress, Stripe, etc.)

• You will be identifying and reporting technical issues, bugs, and product improvements to the technical and product development teams

• You will use Slack for internal communication and work closely with the rest of the MailerLite Support Team, Technical Team, and Compliance and Deliverability Team to contribute to a top-notch customer experience

Team Achievements

• Exceptional customer satisfactionWe take pride in maintaining a consistent 97% Customer Satisfaction Score (CSAT), reflecting our team's dedication to providing high-quality, human-centric support in every interaction.
  

• Data-driven product impactOur team acts as the "Voice of the Customer," turning daily feedback into actionable insights. In the past year, we’ve successfully initiated many feature updates and improvements based directly on our team's reports.

What we offer

• Yearly gross salary range: $31,000-$35,000 

• 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 an exotic 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: That  help you to do your job efficiently

• 2+ years of customer support experience (live chat + email support), preferably in SaaS

• Fluency in spoken and written English (a secondary language is a plus!)

• Tech savvy

• Outstanding attention to detail

• You strongly resonate with MailerLite's values

• Fast and independent thinker, quick learner, attentive to detail, team player

• Enjoys working in Customer Support as a career choice

• Remote work experience

• Based in East or Southeast Asia, covering the shift 23:00–7:00 UTC, Wednesday to Sunday (Monday and Tuesday off)

  Nice to have skills

  • Good knowledge of DNS, API, HTML, WordPress, E-Commerce tools, and Email Marketing

  • Experience with Intercom and Slack