Customer Support Specialist (Remote) in Remote | Full Details

Most "customer support" job ads promise variety and then deliver a queue of password-reset tickets. This one reads differently: MailerLite has already automated its routine queries with AI, which means the human role exists specifically to handle the cases that actually require thinking — investigation, escalation, and judgment calls a template can't make.

That shift matters for anyone weighing this role. It's not an entry-level ticket-closing job; it's positioned as a hybrid between support and product feedback, where spotting patterns and flagging friction is treated as core to the work, not a bonus. For a remote-first SaaS company with a decade of consistent growth behind it, that's a meaningfully different pitch than the average support listing.

About the Company

MailerLite is an email marketing platform used by more than a million businesses worldwide, built by a fully remote team spread across dozens of countries. Founded in Lithuania in 2010, the company has operated as remote-first since 2014 and now sits within the Vercom group, which provides communication tools for businesses more broadly.

Day-to-Day Responsibilities

Handling complex customer cases that require real investigation rather than a template reply
Spotting churn signals and friction patterns in your queue and surfacing them internally in a structured way
Owning issues through to resolution, looping in Technical Support or Engineering with a clear hypothesis rather than a vague handoff
Feeding into the company's Voice of Customer process — tagging patterns and turning daily observations into insights for Product and Leadership
Working primarily in Intercom for support and Slack for internal communication
Improving self-serve resources by flagging knowledge base gaps and contributing to macros and documentation
Keeping handovers clean between shifts so context isn't lost
Advising customers proactively — improving their sending strategy or automation setup, not just fixing the immediate issue
Working alongside MailerLite's AI support bot, flagging where its responses fall short

Who Can Apply

2+ years of customer support experience (live chat and email) in a B2B SaaS company
Fluent in both written and spoken English and Spanish
A track record of solving root causes rather than closing tickets fast, with clear communication under pressure
Comfortable working alongside AI tools and genuinely curious about how they improve support
Working knowledge of some of: DNS, API, HTML, WordPress, e-commerce tools, email marketing
Prior remote work experience
Experience with Intercom and Slack is a bonus, not a requirement
Must be based in the EMEA or Asia-Pacific region, covering one of two shift patterns tied to the Europe team window (06:00–14:00 UTC): either Tuesday–Saturday (off Sunday–Monday) or Sunday–Thursday (off Friday–Saturday)
Sponsorship: not addressed in the listing — as a fully remote, globally distributed role, this is likely handled as direct remote employment or via an employer-of-record arrangement rather than traditional visa sponsorship, but this isn't stated outright, so confirm directly with MailerLite before assuming either way

Pay and Contract Details

Pay: Listed as $31,000–$37,000 per year in the role summary; the benefits section separately states $30,000–$37,000 per year — treat these as the same approximate range
Contract type: Not explicitly stated as employee vs. contractor in the listing
Schedule: Fixed shift within the Europe team window (06:00–14:00 UTC), on either a Tuesday–Saturday or Sunday–Thursday pattern
Location: Fully remote, restricted to applicants based in EMEA or Asia-Pacific

Benefits

International health insurance, with a monthly payout option in countries where coverage is limited
Annual company-paid retreat in an international location
31 days of vacation, including public holidays
12 paid sick days with no doctor's note required
4 creative days per year (one per quarter)
12 parental days per year (one per month)
Fully paid parental leave (3 months maternity, 1 month paternity) for birth or adoption
$1,000 parenting budget on the arrival of a child
"Joy Budget" — a personal annual allowance starting at $1,000, increasing over time
Company-provided MacBook and work tools

A genuinely useful signal buried in the requirements: the role explicitly wants people who "have strong opinions about good support and aren't afraid to share them." If your instinct in a support role is to stay quiet and just close tickets, this specific listing is telling you that's not what they're hiring for.

See also: Outbound Sales Development Representative (B2B SaaS) – Remote, Worldwide