Customer Experience Specialist (Support & Success)

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