Customer Experience Specialist - Support and Success

About the Role

Title: Customer Experience Specialist (Support & Success)

Location: Remote anywhere

Job Description:

About the role

We're looking for a Customer Experience Specialist to become the front line of Marker.io.

You'll help customers through live chat, email and calls with everything from:

Technical troubleshooting

Billing questions

Onboarding guidance

Product education

Trial support

Feature clarification

Account management

Upgrade conversations

This is not a traditional "ticket support" role.

You'll play a key role in helping customers succeed with Marker.io while also improving retention, conversion, and overall customer experience.

You'll work closely with the founders, product team, and engineering team to surface customer insights, improve documentation, and identify friction in the product.

What you'll do

Customer support & troubleshooting

Help customers via chat, email and calls

Hop on calls with customers when needed (support or to assist the sales team)

Troubleshoot product and integration issues

Investigate bugs and reproduce problems clearly for engineering and file those tickets

Help users configure integrations with tools like Jira, Linear, ClickUp, Trello, Asana, etc.

Answer billing and subscription questions

Customer onboarding & success

Help trial users get value quickly

Guide customers through setup and best practices

Reduce onboarding friction and confusion

Extend trials when appropriate

Identify upgrade and expansion opportunities naturally during conversations

Product & documentation feedback

Surface recurring customer pain points

Help improve our help center and documentation

Create or suggest support macros and workflows

Collaborate with product/design on usability improvements

Support operations

Help us improve how support works as we scale

Contribute to processes, tooling, automations, and AI-assisted support workflows

Help prioritize support conversations as we introduce a free plan

What success looks like

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

A note about the role

You will report to our CPO (Product) but you will work closely with leaders from other teams because this role sits at the intersection of:

Engineering

Product

Sales

Operations

We're not looking for someone who simply closes tickets.

We're looking for someone who genuinely cares about helping customers succeed and improving the overall customer experience as Marker.io grows.

About Marker.io

Marker.io launched in 2016, founded by three friends with digital agency backgrounds who saw how painful it was to collect website feedback. We built a better way.

Today we're a team of 12, serving 3,000+ companies worldwide. Our HQ is in Brussels, but most of the team works remotely across Europe and the US.

We help digital teams deliver and maintain flawless websites. We're now expanding the core product into proactive website monitoring and adding AI capabilities to the app.

Why join Marker.io

Work directly with the founders

High ownership and impact

Fully remote-friendly

Small, experienced, product-focused team

Opportunity to shape customer experience at a growing SaaS company

Flexible and fast-moving environment

Requirements

You're a strong fit if you:

Are curious

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

Have 3-6 years of experience in a customer-facing role in a SaaS or tech environment

Are familiar with issue tracking/project management tools (Jira, GitHub, ClickUp, etc.)

Have experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems

Are organized and detail-oriented

Can stay calm and helpful under pressure

Are comfortable switching between technical and non-technical conversations

Learn software products quickly

Think proactively and look for ways to improve systems/processes

Have strong ownership and autonomy

Can have flexible working hours and can be on call if something major happens

Bonus points

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.)

Location

Although our headquarters are in Brussels, Belgium, our team works across Ireland, the Netherlands, Poland, Spain, Slovenia, USA, and more.

This role is open to remote applicants based between UTC-3 and UTC+1. Candidates should be legally able to travel to Europe when needed. If you are based in Brussels, you can work from our office.

Benefits

Salary: €45,000-€55,000. The actual compensation offered to a successful candidate will be based on relative experience and skills.

Remote-first: Work from anywhere between UTC−3 to UTC+1.

Team retreats: At least once per year, plus regular Brussels meetups for remote team members.

Flexible working hours: As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule.

Holidays: 25 days off per year.

Onboarding in Brussels: Your first week will be on-site for kickoff.

Career evolution roadmap: We'll map your career goals from day one and check in regularly.