Customer Experience Specialist (Support & Success)

About the role

We're looking for a Customer Experience Specialist to become the front line of Marker.io.

You'll help customers through live chat, email and calls with everything from:

• Technical troubleshooting
• Billing questions
• Onboarding guidance
• Product education
• Trial support
• Feature clarification
• Account management
• Upgrade conversations

This is not a traditional "ticket support" role.

You'll play a key role in helping customers succeed with Marker.io while also improving retention, conversion, and overall customer experience.

You'll work closely with the founders, product team, and engineering team to surface customer insights, improve documentation, and identify friction in the product.

What you'll do

Customer support & troubleshooting

• Help customers via chat, email and calls
• Hop on calls with customers when needed (support or to assist the sales team)
• Troubleshoot product and integration issues
• Investigate bugs and reproduce problems clearly for engineering and file those tickets
• Help users configure integrations with tools like Jira, Linear, ClickUp, Trello, Asana, etc.
• Answer billing and subscription questions

Customer onboarding & success

• Help trial users get value quickly
• Guide customers through setup and best practices
• Reduce onboarding friction and confusion
• Extend trials when appropriate
• Identify upgrade and expansion opportunities naturally during conversations

Product & documentation feedback

• Surface recurring customer pain points
• Help improve our help center and documentation
• Create or suggest support macros and workflows
• Collaborate with product/design on usability improvements

Support operations

• Help us improve how support works as we scale
• Contribute to processes, tooling, automations, and AI-assisted support workflows
• Help prioritize support conversations as we introduce a free plan

What success looks like

• Customers feel supported, understood, and unblocked
• Faster and higher-quality support responses
• Improved trial-to-paid conversion
• Reduced churn from onboarding confusion
• Better documentation and support processes
• Valuable customer insights shared internally

A note about the role

You will report to our CPO (Product) but you will work closely with leaders from other teams because this role sits at the intersection of:

• Engineering
• Product
• Sales
• Operations

We're not looking for someone who simply closes tickets.

We're looking for someone who genuinely cares about helping customers succeed and improving the overall customer experience as Marker.io grows.

About Marker.io

Marker.io launched in 2016, founded by three friends with digital agency backgrounds who saw how painful it was to collect website feedback. We built a better way.

Today we're a team of 12, serving 3,000+ companies worldwide. Our HQ is in Brussels, but most of the team works remotely across Europe and the US.

We help digital teams deliver and maintain flawless websites. We're now expanding the core product into proactive website monitoring and adding AI capabilities to the app.

Why join Marker.io

• Work directly with the founders
• High ownership and impact
• Fully remote-friendly
• Small, experienced, product-focused team
• Opportunity to shape customer experience at a growing SaaS company
• Flexible and fast-moving environment

Requirements

You're a strong fit if you:

• Are curious
• Communicate clearly and empathetically in writing
• Enjoy helping people solve problems
• Can handle 1st-level customer inquiries and support via email, chat, and online calls
• Have 3-6 years of experience in a customer-facing role in a SaaS or tech environment
• Are familiar with issue tracking/project management tools (Jira, GitHub, ClickUp, etc.)
• Have experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
• Are organized and detail-oriented
• Can stay calm and helpful under pressure
• Are comfortable switching between technical and non-technical conversations
• Learn software products quickly
• Think proactively and look for ways to improve systems/processes
• Have strong ownership and autonomy
• Can have flexible working hours and can be on call if something major happens

Bonus points

• Experience supporting integrations or APIs
• Experience in product-led growth (PLG) companies
• Experience with Intercom, Help Scout, Zendesk, or similar tools
• Basic technical knowledge (browser debugging, APIs, web apps, etc.)

Location

Although our headquarters are in Brussels, Belgium, our team works across Ireland, the Netherlands, Poland, Spain, Slovenia, USA, and more.

This role is open to remote applicants based between UTC-3 and UTC+1. Candidates should be legally able to travel to Europe when needed. If you are based in Brussels, you can work from our office.

Benefits

• Salary: €45,000-€55,000. The actual compensation offered to a successful candidate will be based on relative experience and skills.
• Remote-first: Work from anywhere between UTC−3 to UTC+1.
• Team retreats: At least once per year, plus regular Brussels meetups for remote team members.
• Flexible working hours: As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule.
• Holidays: 25 days off per year.
• Onboarding in Brussels: Your first week will be on-site for kickoff.
• Career evolution roadmap: We'll map your career goals from day one and check in regularly.