[Hiring] Customer Experience Specialist @Marker.io

Role Description

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.

Qualifications

• 3-6 years of experience in a customer-facing role in a SaaS or tech environment
• Familiarity with issue tracking/project management tools (Jira, GitHub, ClickUp, etc.)
• Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
• Strong ownership and autonomy
• Ability to communicate clearly and empathetically in writing
• Organized and detail-oriented
• Ability to stay calm and helpful under pressure
• Comfortable switching between technical and non-technical conversations
• Ability to learn software products quickly
• Proactive mindset, looking for ways to improve systems/processes
• Flexible working hours and availability for on-call situations

Requirements

• Curiosity and enjoyment in helping people solve problems
• Ability to handle 1st-level customer inquiries and support via email, chat, and online calls

Benefits

• Salary: €45,000-€55,000, 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: Control your own schedule as long as collaboration and work are effective
• Holidays: 25 days off per year
• Onboarding in Brussels: Your first week will be on-site for kickoff
• Career evolution roadmap: Mapping of career goals from day one with regular check-ins

Company Description

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.

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.)