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, open for 3 specialists. To ensure global coverage, we offer the following shift options:
5 am – 2 pm UTC (weekends off: Sunday & Monday)
8 pm – 5 am UTC (weekends off: Sunday & Monday)
1 pm – 10 pm UTC (weekends off: Friday & Saturday)
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
- 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
Top Skills
What We Do
Railsware is a product studio with two main focuses – Railsware products and consultancy services.
Railsware Products: Mailtrap.io, Coupler.io, and TitanApps.io were initially created as simple in-house tools. They quickly got recognition in the community and became commercial products with a multi-million user base, steady growth, and ambitious plans.
As for consultancy services, we build great web and mobile solutions focusing on clients’ essential business objectives, creating value for the end-users, and ensuring products’ steady growth.
No matter what products Railsware is working on, we always stick to the three simple principles:
🔸 do what makes sense
🔸 take responsibility
🔸 improve and share your craft
As a result, we can boast of many successful products that help people on various levels. Like these:
🔹Calendly - an online appointment scheduling platform that we’ve been supporting from the ideation to a $3.5 billion business.
🔹BrightBytes - a research-based decision support platform. Railsware extended the BrightBytes tech team to help build complicated parts of projects till the moment when Google acquired BrightBytes.
🔹DoctorOnlineUA - a free online platform for Ukrainians who require physical and mental health advice but don’t have access to qualified medicine. During the first six months, more than 1600 consultations have been held for free.
At Railsware, we value freedom, remote and a flexible schedule, and a balanced workload. We guarantee easy-going onboarding, a clear but flexible development plan, and the ability to take responsibility for decision-making through a holacratic team structure. No wonder, an average Railswarian stays in the company for around 5 years!
We invest in building a strong team choosing people who care about their work and are dedicated to their projects. Is that what you were looking for? Join Railsware now, find your new Career Match - https//railsware.com/careers
