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Customer Support Manager

The Remote Company · Feb 9th 2021

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MailerSendis a cloud-based transactional email service built for developers, but designed so that an entire team, including designers, project managers and marketing people can use it.

We're looking for smart, customer service-focused people to help our customers with both their technical and non-technical issues and questions. Moreover, you will review customer accounts to make sure they comply with our Terms of Use.

The Remote Company is a network of remote-first tech companies and MailerSend is one of them. More than 100 professionals from 32 countries work together to build products that help thousands of people to start and grow their business online.

Why MailerSend?

  • You won’t be bored New customers are joining MailerSend every day, and they'll need your support. Whether it's simple account related queries or more complex technical ones, different questions that make you think and improve your knowledge keeps things interesting.
  • You will be challenged with interesting tasks Communication with customers is carried out via email and live chat. Our primary value and goals are to deliver WOW experiences through our customer support.
  • Take ownership We don't micromanage and try not to interrupt your work with random tasks.
  • You'll have experts at hand Whenever you're stuck, your teammates are eager to help you grow. And they'd love for you to share your knowledge too!
  • You can pick where you want to work, every day Every day you get to choose what environment makes you most productive.
  • You can count on stability We have been around for more than ten years and run a profitable company that continues to grow.

Requirements

  • 1+ years experience in a customer-facing technical support role
  • Experience in working with RESTful APIs and skilled in troubleshooting related issues
  • Experience in working with 3rd party integrations
  • Good understanding of SaaS applications
  • Proficient verbal and written communication skills in English
  • Fast-learner
  • Excellent communication skills and the ability to comfortably interact with a wide variety of customers (with varying technical savviness)
  • Ability to work with teams across multiple time zones and countries
  • Passionate about providing outstanding customer service
  • Self-motivated attitude
  • You can make a personal connection and explore customer needs, all while efficiently navigating resources to resolve inquiries quickly
  • Outstanding attention to detail
  • Availability to work up to one in two weekends as needed. We are looking to fill two different shifts:
  • Shift #1 is from 5 PM to 1 AM EET (9 AM - 5 PM CST)
  • Shift #2 is from 1 AM to 9 AM EET (5 PM - 1 AM CST)

Bonus points for

  • Knowledge of HTML
  • Foundational knowledge of 1+ programming languages

What we offer

  • Salary: $22,000-$29,000 (gross)
  • Company-paid retreats. We gather twice a year for a week in an exotic location to work, learn and have fun together
  • Generous vacation policy. Take time off when you need it. We trust you
  • Company-paid creative days. Go out, explore and share your discoveries with the team afterward
  • Annual benefits, which include a budget for home office setup, personal development, leisure trips, etc.
  • MacBook and other tools that'll help you to do your job efficiently
  • Remote-first culture

Apply on Working Nomads