Customer Support Representative (Mailtrap.io)

Mailtrap.io is a fast-growing Email Delivery Platform used for email testing and sending, with more than 2M+ signups. The role involves providing end-to-end support for customers to ensure a smooth, helpful, and friendly experience.

• 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 understanding of customer needs and data challenges
• Ability to proactively guide customers toward data-driven success
• Willingness to conduct independent investigations to determine root causes
• Experience with support management software (e.g., Help Scout, Zendesk, Stripe)
• Strong multitasking and prioritization skills
• 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

• 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
• Ensure all issues are properly logged
• Prioritize and manage multiple open issues simultaneously
• Initiate collaboration with the Product Owner or Development Team to find answers or workarounds if necessary
• Maintain a high-quality support service by contributing to process improvements
• Possibly manage customers’ reviews on 3rd party platforms
• Contribute to the development and maintenance of the knowledge base by creating and updating support articles and documentation

• Remote position with a fixed schedule (10–11 am to 7–8 pm UTC Monday–Thursday; 1 pm to 10 pm UTC Sunday; weekends off Friday & Saturday)
• Flat structure
• International projects
• Home office
• Training budget
• Private healthcare
• Free coffee
• Canteen
• Bike parking
• Free snacks
• Free beverages
• Free parking
• Modern office
• No dress code

This is a remote position with a fixed schedule: 10–11 am to 7–8 pm UTC Monday–Thursday (1-hour lunch break); 1 pm to 10 pm UTC Sunday (1-hour lunch break); weekends off Friday & Saturday. Please apply only if you’re ready to commit to this schedule.