Customer Success Manager (Mailtrap.io)
Apply NowWe’re looking for a Customer Success Manager 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 ready to commit to at least one of these schedules.
If this sounds like a good fit, 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
Benefits
and Perks
- Competitive compensationLet's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
- Growth opportunitiesOutline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
- Remote and flexible scheduleRailswarians live in more than 25 countries with different time zones. All of them are free to choose their most productive work time and place.
- Smart Expense policyThere's an additional sum allocated to help you set up your workstation, improve your health, and learn whatever you want and how you want. No. Questions. Asked.
- Secure hardware and equipmentYour productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
- 34 Paid days offRailswarians rest 24 days per year + 10 days to cover your national holidays.
- Regular online and offline gatheringsWe frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.
