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Customer Experience Specialist (Support & Success)

1 week, 4 days ago
Europe, North America
Full-time
Mid Level
Customer Success
Customer and Technical Support
Asana ClickUp GitHub JIRA Linear SAML Trello
Apply Now
Marker.io

Marker.io

Marker.io: Visual website feedback & bug reporting tool for SaaS, e-commerce, and web agencies. Capture, annotate, and report bugs seamlessly to Jira, Trello, Asana, and Github for efficient team collaboration.

Internet Software & Services
1-10
Founded 2015
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Description

  • Support customers through live chat, email, and phone calls across technical, billing, onboarding, and account questions.
  • Troubleshoot product and integration issues and reproduce bugs clearly for the engineering team.
  • Help customers configure integrations with tools such as Jira, Linear, ClickUp, Trello, and Asana.
  • Guide trial users and new customers through setup, best practices, and product education.
  • Identify upgrade, expansion, and retention opportunities during customer conversations.
  • Answer billing, subscription, and account management questions.
  • Surface recurring customer pain points and share actionable feedback with product, design, and engineering.
  • Improve help center content, documentation, support macros, and internal support workflows.
  • Contribute to support operations, including tooling, automations, and AI-assisted workflows.
  • Support the sales team on customer calls when needed and help prioritize support conversations as the free plan expands.

Requirements

  • 3-6 years of experience in a customer-facing role in a SaaS or tech environment.
  • Experience handling 1st-level customer inquiries via email, chat, and online calls.
  • Strong written communication skills with an empathetic, clear, and helpful style.
  • Experience troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior, and user access problems.
  • Familiarity with issue tracking or project management tools such as Jira, GitHub, or ClickUp.
  • Ability to stay organized, detail-oriented, calm under pressure, and comfortable switching between technical and non-technical conversations.
  • Ability to learn software products quickly and think proactively about systems and process improvements.
  • Strong ownership and autonomy in a customer support or success setting.
  • Flexible working hours, with willingness to be on call if something major happens.
  • Bonus: experience supporting integrations or APIs, product-led growth companies, or tools like Intercom, Help Scout, or Zendesk; basic technical knowledge of browser debugging, APIs, and web apps.

Benefits

  • Salary of €45,000-€55,000, depending on experience and skills.
  • Remote-first work from anywhere between UTC−3 and UTC+1.
  • Flexible working hours with control over your own schedule.
  • 25 days of holiday per year.
  • Annual team retreats plus regular Brussels meetups for remote team members.
  • Onboarding week on-site in Brussels.
  • Career evolution roadmap with regular check-ins from day one.

Interested in this position?

Apply directly on the company website

Apply Now

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