MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Be a trusted advisor to clients, providing exceptional support and building strong, lasting relationships
- Proactively anticipate and respond to client needs, helping resolve issues and exceed expectations
- Help clients become more autonomous by guiding them through technical topics like HTML basics, APIs, and plug-in integrations (don’t worry, we’ll support your learning too!)
- Collaborate closely with Customer Success, Product, and Tech teams to ensure seamless service
- Identify opportunities for process improvement and contribute to client retention and satisfaction
- Support clients with issues related to our platform, including login problems, integrations, or setup challenges
- Translate technical issues into clear, actionable steps for both clients and internal teams
- When needed, escalate complex issues to the appropriate teams, ensuring full context is provided
- Participate in troubleshooting alongside technical teams, applying a working knowledge of HTML, APIs, and common email configurations like DNS and DKIM (training provided)
- Keep an eye on key KPIs (e.g., CSAT, first response time) and help us raise the bar
- Continuously develop your technical knowledge of the platform and tools we offer
- Build expertise in email marketing best practices, especially around email deliverability and related configurations
- Develop a strong understanding of DNS record management, email-friendly HTML, and API integrations to better support and empower clients
- We’re looking for someone with curiosity and a growth mindset — technical fluency can be learned, but customer passion is essential!
Requirements
- You are fluent/native in English
- 2+ years of experience in Customer Service or Technical Account Manager, preferably in a SaaS company
- Strong ability to understand, manage, follow, and drive customers’ needs and strategy
- Excellent presentation, written, and oral communication skills
- Aptitude to explain and understand technical topics easily
- Ability to resolve issues and collaborate with all departments
- Autonomy, curiosity, and investigation are key in this position
- Knowledge of technical troubleshooting and APIs is a plus
- Ability to speak other languages is a plus
- If you don’t meet all the requirements above but believe this opportunity matches your expectations and experience, we still encourage you to apply!
Benefits
- A place to grow, together: Join an international team in a bright, collaborative office located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
- Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; Budget to support your workspace at home
- Learning, every step of the way: Language learning with Babbel app
- Flexible for life: 30 days of vacation, 2 days of remote work per week and Work from Abroad policy; Relocation package and visa sponsorship for international talents
- Wellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by Brevo
- A culture that cares: From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ committees
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
BS
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