Customer Support Manager - Delivering Exceptional Customer Experiences in a Fast-Growing Email Marketing Service

Join the MailerLite Team: Where Innovation Meets Customer Passion

MailerLite is one of the fastest-growing email marketing services, empowering over 1 million businesses worldwide to stay connected with their customers. As a dynamic team of more than 130 innovators, adventurers, and world travelers, we're passionate about what we do and believe in. We're now looking for a talented Customer Support Manager to join our growing team and help us continue delivering exceptional customer experiences to our app users.

Why MailerLite?

We're excited about our company culture and the opportunities we offer. Here are six reasons why we think you'll love working with us:

• Intriguing Challenges Every Day: You'll face different questions and unique use cases that will keep you engaged and improve your knowledge daily.
• Growth and Development: As part of a team that's always innovating, you'll be constantly experimenting, learning, and trying out new things.
• Ownership and Autonomy: We expect you to take full responsibility for your tasks. Our team leads minimize micromanaging, allowing you to stay focused on your assignments.
• Expert Support: You'll have access to teammates with a wide range of expertise who are ready to help you grow and share their knowledge.
• Flexible Work Environment: We embrace a remote culture, allowing you to choose your work environment every day.
• Stability and Growth: With over 10 years of thriving in the industry and continuous year-over-year growth, we value a stable workplace.

Your Role: Customer Support Manager

As a Customer Support Manager at MailerLite, you'll become an expert in our products, including MailerLite, Classic MailerLite, MailerCheck, and our iOS apps, along with their respective admin tools. Your primary responsibilities will include:

• Answering customer queries via live chat (Intercom) and emails (HelpScout) about our products, features, and how to make the best use of them.
• Providing guidance on the functionality of MailerLite integrations and our API solutions (e.g., WooCommerce, Shopify, WordPress, Stripe).
• Identifying and reporting technical issues, bugs, and product improvements to our technical and product development teams.
• Using Slack for internal communication and working closely with our Support Team, Technical team, and Compliance and Deliverability team to contribute to a top-notch customer experience.

What We Expect from You

We're looking for smart, customer service-focused individuals to help our customers with daily issues. The ideal candidate will have:

• 2+ years of customer support experience, preferably in SaaS, with a background in live chat and email support.
• Fluency in speaking and writing in English (a secondary language is a plus).
• Tech savviness with good knowledge of DNS, API, HTML, WordPress, E-Commerce tools, and Email Marketing (a significant advantage).
• Outstanding attention to detail (please include the word "lite" in your application to demonstrate this).
• Experience with Intercom, HelpScout, and Slack (a plus).
• A strong resonance with MailerLite's values.
• The ability to think fast and independently, be a quick learner, and be attentive to details, all while being a team player.
• A passion for working in Customer Support as a career choice.
• Remote work experience.

Shifts and Time Zones

We're looking to fill the following shifts:

• Sunday to Thursday
• Tuesday to Saturday

Available time zones:

• 8am - 4pm CET
• 4pm - 12am CET
• 12am - 8am CET

What We Offer

At MailerLite, we believe in providing a comprehensive benefits package to support our team members' well-being and career growth. Our offerings include:

• A yearly gross salary of $31,200.
• A remote-first culture with team members working from all over the world.
• International health insurance with coverage in most countries, along with a monthly healthcare payout in select countries.
• Company-paid retreats once a year in an exotic location.
• 31 days of vacation per year, encouraging you to unplug and recharge.
• 12 paid sick days for physical and mental well-being, with no doctor's note required.
• 4 creative days, one paid day off per quarter to engage in something creative and fun.
• 12 parental days per year, enjoying one paid day off each month to spend with your children.
• Parental leave with paid bonding time at 100% of your salary.
• A parenting budget of $1000 to celebrate the arrival of your little one.
• A Joy Budget, an annual budget to spend on whatever brings you joy.
• A MacBook and other tools to help you do your job efficiently.

For a full list of our benefits, please visit our benefits page.

Career Growth and Learning Benefits

At MailerLite, we're committed to your career growth and development. As a Customer Support Manager, you'll have the opportunity to:

• Develop your skills in customer support and management.
• Learn from our experienced team and gain insights into the email marketing industry.
• Take ownership of your tasks and contribute to the growth and improvement of our customer experience.

Join Our Team

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and a cover letter, and don't forget to include the word "lite" somewhere in your application to demonstrate your attention to detail.

We look forward to welcoming you to our team!