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Product Support Specialist

Sorry, we're no longer accepting applications for this role
Remote work
Fixed Schedule
Full time

We're looking for an enthusiastic and responsible professional to join our team and provide 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 the European region.

Our products now have more than 2M+ signups and this number is constantly growing - we have a plan to build a multi-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 client's 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 the development and maintenance of our knowledge base by creating and updating support articles and documentation
  • Work towards maintaining a high-quality support service by actively contributing to the improvement of our established processes

Your skills

  • 1+ years of experience working in technical/product support
  • 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

and Perks

As a part of our life-work balance, we want Railswarians to live an active and wholesome life. That’s why we take perks pretty seriously.
Download for more details
  • Competitive compensation
    Let's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
  • Growth opportunities
    Outline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
  • Remote and flexible schedule
    Railswarians 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 policy
    There'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 equipment
    Your productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
  • 34 Paid days off
    Railswarians rest 24 days per year + 10 days to cover your national holidays.
  • Regular online and offline gatherings
    We frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.