Customer Support Specialist
MailerLite · Support · Mid · 12d ago
Open to candidates across EMEA, APAC.
Direct from the employer's own careers page
Who can apply
Read straight from the listing, so you know before you spend time on it.
Open to candidates across EMEA, APAC.
“You're based in EMEA or Asia-Pacific covering one of two shifts:”
Team of over 170 distributed globally, with this role covering a 06:00–14:00 UTC Europe shift from EMEA or APAC.
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- Provides a MacBook, work tools, and an annual Joy Budget starting at $1,000.
- Annual retreat
- Gathers for a company-paid week-long retreat once a year in an exotic location.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
In this role, you will handle advanced technical and account queries that go beyond AI-handled routine support. You will troubleshoot issues related to DNS, APIs, HTML, and email automations, spot recurring churn and friction patterns to share with Product, and work alongside the AI bot to improve knowledge base articles and macros.
What you'll do
- Handle complex customer cases that require technical investigation rather than template responses
- Identify churn signals and friction patterns in the queue and surface them across the company
- Drive issues to resolution end-to-end, escalating with context to Technical Support and Engineering
- Act as a consultant to customers on sending strategy, automation setup, and product features
- Work alongside the AI support bot, flagging gaps in its responses and updating documentation
- Ensure clean context handovers between shifts to maintain continuous quality
What you bring
- 2+ years of customer support experience (live chat + email) in a B2B SaaS company
- Fluency in both written and spoken English and Spanish
- Good understanding of DNS, APIs, HTML, WordPress, e-commerce tools, or email marketing
- Based in EMEA or Asia-Pacific covering the Europe shift (06:00–14:00 UTC)
- Comfortable working alongside AI tools and surfacing product improvement ideas
About MailerLite
MailerLite is an email marketing service used by more than one million businesses globally. Its fully remote team consists of over 170 people distributed worldwide.
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