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Customer Support Specialist

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We're looking for an enthusiastic and responsible professional to provide our team with customer support for Railsware own products - Mailtrap and Coupler.io. We are seeking a professional to enforce customers’ support by being the point of contact, resolving requests and providing the best communication experience. This position is a great opportunity for a self-starter who is passionate about technologies and is excited to be the first dedicated full-time person at our company in LATAM and APAC regions.

Our products now have more than 2M+ signups and this number is constantly growing - we have a plan to build a billion dollar business around it. Check out our case studies to see Railsware own products, as well as our previous projects and current clients.

Your responsibilities

  • Provide timely responses to customer support requests via email, Help Scout, Zendesk or similar
  • Solve clients requests and issues
  • Answer non-standard questions and investigate possible solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • If necessary, initiate collaboration with Product Owner or Development Team in search for possible answers and/or workarounds that can be suggested to a customer
  • Follow up on support requests to make sure that a client managed to resolve the problem
  • Follow up to see if customer is happy about the level of support services provided by Railsware
  • Encourage happy clients to rate and leave feedback on the corresponding Marketplace platforms
  • Contribute to maintaining a high level support service and work on improving the established process

Your skills

  • Advanced level of English: both written and spoken
  • Good understanding of the international startup landscape and IT industry
  • Advanced communication and relationship building skills
  • Experience working with support ticket management software (Help Scout, Zendesk) or other
  • Experience with various marketing platforms
  • Excellent computer literacy
  • Experience in GSheets or Excel
  • An ability to dive deep into several contexts simultaneously
  • Attention to details
  • A capability to maintain friendly relationships with customers
  • Strong willingness to help clients solve their product-related issues

Will be a plus

  • Experience with email related issues, campaigns, deliverability
  • Experience in using CRM systems and task management tools

Useful materials:

About the company

Railsware is a product studio. Since 2007, we have shaped our own “know-how” in product creation. Among others, we have helped Calendly and BrightBytes turn from small startups into flourishing companies, with Calendly recently reaching $3B valuation.

Railsware products are the next step in company evolution. We have applied the best product development practices to creating our own solutions. Today, Mailtrap.io, Coupler.io, and Smart Checklist for Jira have over 2M users and generate over $2.5M of annual recurring revenue.

People feel great here. On average, a Railswarian stays in the company for about 5 years. We support our team with outstanding benefits and remote working culture.

We look for people with high potential ready to evolve in multiple directions. The right hires shape a team of A-players to learn from each other and evolve together.

Benefits

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Work culture

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Flexibility

  • Remote-friendly environment
  • You can set up your home office with our help
  • A comfortable office in Krakow, Poland
  • Flexible schedule
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Great compensation

  • Competitive remuneration which depends on team feedback and your results
  • Phantom Stock Units to reward your contribution
  • Additional financial assistance (microcredits)
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Travel

  • Relocation to Poland (if needed)
  • Office visits to collaborate with your team live
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Perks

  • Best hardware and equipment
  • 24+10 paid time off days a year
  • 24 illness days
  • We cover sport expenses and medical insurance for you
More details

Accept the challenge ;)

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