Customer Support Representative (Mailtrap.io) (вакансія неактивна)

◻️ 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

◻️ 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

🔸 Outstanding development culture bit.ly/rw-devculture
🔸 Full-remote from any location or in one of our offices (Kyiv/Krakow/Warsaw) bit.ly/rw-remotecollab
🔸 Competitive compensation, access to savings program, and deposit policy
🔸 Thanks to our hardware policy, we use the best equipment and can regularly update it
🔸 34 days a year as paid time off (24 standard days + 10 more to cover public holidays)
🔸 Health policy budget that will cover your private sports and healthcare expenses
🔸 Participate in local and international conferences
🔸 Our offices are equipped with modern ergonomic chairs and standing desks
🔸 You can always find fresh food and drinks in our kitchen
🔸 In Ukraine, we collaborate through Diia.City

🟦 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

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. Please apply only if you’re ready to commit to this schedule.
1 pm — 10 pm UTC (weekends off: Friday & Saturday)

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