Customer Success Manager (Mailtrap.io)

We’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)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!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 documentation1.5+ years of experience in technical/product support for a Saa S 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 HTMLExperience with email-related issues, campaigns, and deliverability Basic understanding of marketing newsletter industry Bachelor’s or Master’s degree in a tech field 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.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. #J-18808-Ljbffr