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