Customer Support Specialist

MailerLite

Customer Support Specialist solving complex customer issues for B2B SaaS at MailerLite. Handling cases with empathy and problem-solving skills while using AI tools and a remote work environment.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $31,000 - $35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a B2B SaaS environment, utilizing problem-solving skills to address complex issues and drive resolutions. Proficient in using support tools like Intercom and collaborating with AI technologies to enhance customer experience.

Highest-signal resume keywords

Customer Support ExperienceFluent EnglishFluent SpanishProblem-Solving SkillsUnderstanding of DNS, API, HTML

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportProblem-SolvingDNSAPIHTMLWordPressE-Commerce ToolsEmail Marketing

Soft Skills

Strong Opinions About Good Support

Tools & Technologies

IntercomAI Support Bot

Industry Keywords

B2B SaaSVoice of Customer

Tech Stack

Tools & technologies

DNSWordPress

About the role

Key responsibilities & impact

Handle complex customer cases that require investigation
Identify churn signals and friction patterns in daily queue
Drive issues to resolution end-to-end
Contribute to Voice of Customer
Use Intercom as your primary support tool
Help improve self-serve resources
Ensure clean handovers between shifts
Act as a consultant to customers
Work alongside our AI support bot

Requirements

What you’ll need

2+ years of customer support experience (live chat + email) in a B2B SaaS company
Fluent written and spoken English
Fluent Spanish (for one of the roles)
Problem-solving skills for complex issues
Strong opinions about good support
Good understanding of some of: DNS, API, HTML, WordPress, e-commerce tools, email marketing
Comfortable working alongside AI tools

Benefits

Comp & perks

International health insurance: Provided with coverage in most countries worldwide, with a monthly payout available in select countries where coverage is limited
Company-paid retreats: Once a year, we gather for a week in an exotic location to work, learn, and have fun together
31 days of vacation (including public holidays): We encourage you to unplug and recharge!
12 paid sick days: For your physical and mental well-being, no doctor's note required. Parents can use them to care for their sick children
4 creative days: One paid day off per quarter to do something creative and fun
12 parental days: Enjoy one paid day off each month to treasure time with your children
Parental leave: 100% paid leave when welcoming a new child through birth (3 months maternity, 1 month paternity) or adoption
Parenting budget of $1000: A $1000 special gift to celebrate the arrival of your little one, whether through childbirth or adoption
Joy Budget: Annual allowance to spend on what brings you joy, starting at $1,000 per year and increasing over time
MacBook and other tools: That help you to do your job efficiently