Description

Join our thriving team at MailerLite and help us deliver an exceptional customer experience! We're seeking smart, empathetic, and fast-learning individuals who thrive in dynamic environments. If you enjoy assisting others, possess a keen eye for detail, and maintain a proactive problem-solving attitude, we want to hear from you.

What You'll Work With

As a Customer Support Manager, you will become an expert across the entire MailerLite product suite:

• Product Mastery: Master MailerLite, Classic MailerLite, MailerCheck, and our iOS apps, along with their respective admin tools.
• Direct Customer Engagement: Respond to customer queries via live chat (Intercom) and email (HelpScout), providing comprehensive support on product features and best usage practices.
• Integration Guidance: Offer expert guidance on the functionality of MailerLite's integrations and API solutions, including platforms like WooCommerce, Shopify, WordPress, and Stripe.
• Issue Resolution & Feedback: Identify and meticulously report technical issues, bugs, and opportunities for product improvement to our technical and product development teams.
• Collaborative Environment: Utilize Slack for internal communication and collaborate closely with the MailerLite Support Team, Technical Team, and Compliance & Deliverability Team to ensure a top-notch customer experience.

What We Expect From You

We're looking for customer-focused individuals who can adeptly handle daily customer issues, answer questions about features and integrations, assist with newsletter creation, and manage subscribers. Additionally, you will be responsible for reviewing customer accounts to ensure compliance with our Anti-Spam Policy.

• Experience: 2+ years of customer support experience, specifically with live chat and email support, preferably within a SaaS environment.
• Language Proficiency: Fluency in both spoken and written English is essential (proficiency in a secondary language is a plus!).
• Technical Acumen: Tech-savvy with a good understanding of DNS, API, HTML, WordPress, E-commerce tools, and Email Marketing. Knowledge in these areas will be a BIG plus.
• Attention to Detail: Outstanding attention to detail. (When applying, please include the word "lite" somewhere in your application.)
• Tool Familiarity: Experience with Intercom, HelpScout, and Slack is a plus.
• Values Alignment: You strongly resonate with MailerLite's core values.
• Mindset: A fast, independent thinker and quick learner, highly attentive to details, and a true team player.
• Career Choice: You genuinely enjoy working in Customer Support as a chosen career path.
• Remote Work: Proven experience working effectively in a remote environment.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.