Customer Support Specialist at MailerLite

MailerLite: Customer Support Specialist

Headquarters: Lithuania
Company Values: MailerLite Company Values

About MailerLite

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.

We are looking for a smart, empathetic Customer Support Specialist who genuinely enjoys solving problems—not just answering questions. We use AI to handle 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, and situations where a template won't cut it.

Why MailerLite?

• Intriguing challenges: Different questions and unique use cases that make you think and improve your knowledge.
• Growth and development: As part of a team that's always looking for new, innovative ways to offer value, you'll constantly be experimenting and learning.
• Ownership: We expect you to take full responsibility for your tasks. Team leads avoid micromanaging so you can stay focused.
• Expert teammates: Whenever you’re stuck, teammates with a wide range of expertise are ready to help you grow.
• Stability: MailerLite has been thriving for over 10 years with consistent year-over-year growth.
• Remote culture: You get to choose the environment that makes you most productive every day.

What You Will Work On

• Handle complex customer cases that require investigation, not just template responses.
• Identify churn signals and friction patterns in your daily queue and surface them to the right people in a structured, actionable way.
• Drive issues to resolution end-to-end, working with Technical Support and Engineering when needed.
• Contribute to "Voice of Customer" by tagging patterns, flagging product gaps, and turning observations into insights for Product and Leadership.
• Use Intercom as your primary support tool and Slack for internal communication.
• Improve self-serve resources by flagging knowledge base gaps and contributing to macros and documentation.
• Ensure clean handovers between shifts to preserve context.
• Act as a consultant to customers, helping them improve their sending strategy, optimize automation, or make better use of features.
• Work alongside our AI support bot, flagging gaps in its responses and contributing to ongoing improvements.

What We Expect From You

• 2+ years of customer support experience (live chat + email) in a B2B SaaS company.
• Language requirements: Fluent written and spoken English is required for all roles; one of the two open roles also requires fluent Spanish.
• Ability to solve the root issue rather than just closing tickets quickly.
• Strong communication skills, both with customers and when escalating internally.
• A proactive mindset: surfacing product friction and identifying opportunities for customer growth.
• Strong opinions about good support and a desire to make it a key part of your career.
• Good understanding of some of the following: DNS, API, HTML, WordPress, e-commerce tools, or email marketing.
• Comfort working alongside AI tools.
• Strong resonance with MailerLite's values.
• Experience with Intercom and Slack is a bonus.
• Previous remote work experience.
• Location/Shift: You must be based in EMEA or Asia-Pacific and able to cover one of these shifts:
  • APAC team (22:00–06:00 UTC)
  • Europe team (06:00–14:00 UTC)

What We Offer

• Yearly gross salary range: $31,000–$35,000
• Remote-first culture: Work from anywhere in the world.
• International health insurance: Coverage provided in most countries, with a monthly payout option where coverage is limited.
• Company-paid retreats: Annual week-long gathering in a beautiful location.
• 31 days of vacation: Includes public holidays.
• 12 paid sick days: No doctor's note required; can be used for childcare.
• 4 creative days: One paid day off per quarter for creative pursuits.
• 12 parental days: One paid day off each month to spend with your children.
• Parental leave: 100% paid leave (3 months maternity, 1 month paternity) or adoption leave.
• Parenting budget: $1,000 gift to celebrate the arrival of a new child.
• Joy Budget: Annual allowance starting at $1,000 to spend on what brings you joy.
• Equipment: MacBook and other tools provided.

To apply: Submit your application here