Marker. io
SaaS
CustomerExperienceSpecialist(Support&Success)
“Customer Experience Specialist (Support & Success) at Marker. io. Skills: Customer support, Troubleshooting, Customer onboarding, Product feedback. Help customers via chat, email and calls. Troubleshoot product and integration issues”
What You'll Achieve.
Customers feel supported, understood, and unblocked; Faster and higher-quality support responses; Improved trial-to-paid conversion; Reduced churn from onboarding confusion; Better documentation and support processes; Valuable customer insights shared internally
Industry & Context.
Enjoy helping people solve problems; Troubleshoot product and integration issues; Investigate bugs and reproduce problems
Can have flexible working hours, Can be on call if something major happens, Legally able to travel to Europe when needed
What They're Looking For.
Must Have
3-6 years of experience in a customer-facing role in a SaaS or tech environment, Familiar with issue tracking/project management tools, Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems, Organized and detail-oriented, Can stay calm and helpful under pressure, Comfortable switching between technical and non-technical conversations, Learn software products quickly, Think proactively and look for ways to improve systems/processes, Have ownership and autonomy, Can have flexible working hours and can be on call if something major happens, Communicate clearly and empathetically in writing, Enjoy helping people solve problems, Can handle 1st-level customer inquiries and support via email, chat, and online calls
Nice to Have
Experience supporting integrations or APIs, Experience in product-led growth (PLG) companies, Experience with Intercom, Help Scout, Zendesk, or similar tools, Basic technical knowledge (browser debugging, APIs, web apps, etc.)
What You'll Do.
Help customers via chat
Troubleshoot product and integration issues
Investigate bugs and reproduce problems
Help users configure integrations
Answer billing and subscription questions
Help trial users get value quickly
Guide customers through setup
Reduce onboarding friction
Extend trials when appropriate
Identify upgrade and expansion opportunities
Surface recurring customer pain points
Help improve help center and documentation
Create or suggest support macros
Collaborate with product/design on usability improvements
Help improve how support works
Contribute to processes
Help prioritize support conversations
How You'll Work.
Team & Collaboration
Work closely with founders, product team, and engineering team; Surface customer insights; Collaborate with product/design on usability improvements; Work closely with leaders from other teams (Engineering, Product, Sales, Operations)
Communication Scope
Communicate clearly and empathetically in writing; Switching between technical and non-technical conversations
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