Must have

• Technical Support

• Product Support

• Help Scout

• Zendesk

• SaaS

• English (C1)

Nice to have

• CRM

• Looker Studio

• Power BI

Requirements description

Requirements

• 1.5+ years of experience in technical/product support for a SaaS product
• Advanced English skills, both written and spoken
• Ability to investigate, reproduce issues, and dive deep into the product
• Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions
• Ability to proactively guide customers toward data-driven success
• Willingness to conduct independent investigations to determine the root causes of problems
• Experience working with support management software (e.g., Help Scout, Zendesk, Stripe) or other
• Strong ability to multitask and prioritize effectively
• High attention to detail and accuracy
• Flexibility and ability to adapt quickly and learn new tools
• Effective teamwork and communication skills

Would be a plus

• Experience using CRM systems and task management tools
• Basic knowledge of HTML
• Experience with email-related issues, campaigns, and deliverability
• Basic understanding of marketing newsletter industry
• Bachelor’s or Master’s degree in a tech field

Offer description

We’re looking for a Customer Success Manager to join Mailtrap.io - a fast-growing Email Delivery Platform used for email testing and sending. In this role, you’ll be the go-to person for our users. You’ll help them get started with Mailtrap, resolving requests and ensuring the best communication experience. Your mission is to make sure every customer has a smooth, helpful, and friendly experience.

Our products now have more than 2M+ signups and are constantly growing. Join the team of professionals who strive to create meaningful products and provide end-to-end support for their customers.

*This is a remote position with a fixed schedule, open for 3 specialists. To ensure global coverage, we offer the following shift options:

5 am – 2 pm UTC (weekends off: Sunday & Monday)

8 pm – 5 am UTC (weekends off: Sunday & Monday)

1 pm – 10 pm UTC (weekends off: Friday & Saturday)

Please apply only if you’re ready to commit to at least one of these schedules.

If this sounds like a good fit, we’d love to receive your CV!

Your responsibilities

1. Manage customer support requests and respond in a timely manner via email and chat
2. Verify accounts for spam/phishing prevention
3. Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
4. Independently solve clients' requests and issues
5. Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
6. Ensure all issues are properly logged

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