Customer Support Specialist

About the role

Join our team to support a global email and SMS marketing platform that helps over 150,000 ecommerce businesses increase their revenue. You will work in a professional, data-driven environment focused on solving real customer problems without unnecessary bureaucracy.

Key facts

What you'll do

• Provide high-quality support via email and chat channels.
• Maintain deep knowledge of product updates and internal workflows.
• Coordinate with Product, Tech Support, and Deliverability teams to handle escalations and solve complex issues.
• Suggest and implement process improvements to enhance team efficiency.
• Manage specific areas of responsibility such as billing, outages, or product features.
• Mentor junior team members and provide constructive feedback.
• Participate in team meetings and represent our company values.

Requirements

• Over 1 year of experience in customer support, preferably within a SaaS or tech company.
• Fluency in English, both written and spoken.
• Ability to work 9-hour shifts (including a 1-hour break) between 3AM and 3PM EET.
• Availability to work weekend shifts.
• Strong sense of ownership and the ability to work independently.
• Professional communication skills with a focus on empathy and clarity.
• Proven problem-solving capabilities and high attention to detail.

Skills & tools

• Email support
• Chat support
• SaaS product troubleshooting
• Cross-functional collaboration

Practical notes

• Gross salary starts at 1100 EUR per month, depending on experience.
• Salary is reviewed every quarter.
• Benefits include private health insurance, unlimited access to psychotherapy, and a 420 EUR workstation budget.
• Employees receive an unlimited learning budget after 3 months.
• Perks include work anniversary gifts, team-led events, and workations.
• You will work alongside a team where over 70% of colleagues are senior professionals.