Customer Support Specialist

MailerLite, one of the fastest-growing email marketing services helping more than 1 million businesses stay in touch with their customers, is looking for a smart, empathetic Customer Support Specialist who genuinely enjoys solving problems, not just answering questions. AI handles 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, and beyond day-to-day support, MailerLite values people who notice patterns, flag what's not working, and communicate clearly with both customers and the team.

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 in a structured, actionable way.
• Drive issues to resolution end-to-end, working with Technical Support and Engineering when needed, always escalating with context and a clear hypothesis.
• Contribute to Voice of Customer: tagging patterns, flagging product gaps, and turning daily observations into insights that reach Product and Leadership.
• Use Intercom as your primary support tool and Slack for internal communication, working closely with the Support Team and other internal teams.
• Help improve self-serve resources: flagging knowledge base gaps and contributing to macros and documentation to reduce repeat contacts.
• Ensure clean handovers between shifts so nothing drops and context is preserved.
• Act as a consultant to customers, going beyond the immediate fix to help them improve their sending strategy, optimize automations, and make better use of features.
• Work alongside the AI support bot, flagging gaps in its responses and contributing to ongoing improvements.

Qualifications

• 2+ years of customer support experience (live chat and email) in a B2B SaaS company.
• Fluent written and spoken English; one of the two open roles also requires fluent Spanish.
• You solve the root issue rather than just closing fast, 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 spotting the right moments to drive activation and retention.
• Good understanding of some of: DNS, API, HTML, WordPress, e-commerce tools, and email marketing.
• Comfortable working alongside AI tools and curious about how they can make support better.
• Remote work experience, and availability to cover one of two shifts: APAC (22:00-06:00 UTC) or Europe (06:00-14:00 UTC), each with fixed weekly days off.
• Experience with Intercom and Slack is a bonus.