Customer Support Representative
We’re looking for a Customer Support Representative 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. To ensure global coverage, we offer the following shift option:
6 am - 3 pm UTC (weekends off: Saturday + 1 day to choose from Tue-Thu; please note that Sunday is a working day)
Please apply only if you’re available to commit to one of these time slots.
If you love helping people and want to work on a meaningful product, we’d love to receive your CV!
Your responsibilities
- Manage customer support requests and respond in a timely manner via email and chat
- Verify accounts for spam/phishing prevention
- Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
- Independently solve clients' requests and issues
- Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
- Ensure all issues are properly logged
- Prioritize and manage multiple open issues simultaneously
- If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers
- Maintain a high-quality support service by actively contributing to the improvement of established processes
- Possibly manage customers’ reviews on 3rd party platforms
- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation
Your skills
- 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
