Job Description

Our client builds a fast and flexible design editor that teams use to create emails and landing pages. The platform gives users an easy way to produce high-quality content, collaborate, and publish across multiple tools without friction.

The Customer Experience Team helps users get the most out of the editor. You will support customers, guide them through onboarding, and solve technical issues with speed and clarity. You will work closely with the product, engineering, and AI tools teams to improve workflows and raise the overall quality of the customer experience.

What you will do

• Handle customer inquiries through chat, email, and tickets.
• Guide new customers through onboarding and setup.
• Troubleshoot technical issues related to the editor and its connected tools.
• Diagnose and explain rendering discrepancies across various email clients (especially Outlook and Gmail), educating users on the limitations of HTML for email.
• Support customers with web-related settings like SPF, DKIM, and HTTPS certificates.
• Assist with "Custom Connector" setups, helping users debug API connections and S3 bucket configurations.
• Help users troubleshoot dynamic syntax (merge tags) when exporting to platforms like Mailchimp, HubSpot, and Salesforce.
• Collaborate with product and engineering to improve the editor and related features.
• Maintain accurate documentation in Jira or Zendesk.

Requirements

• 3+ years of experience in a customer support or technical support role.
• Deep understanding of email rendering challenges (e.g., why Outlook breaks borders/padding).
• Comfortable reading and understanding HTML with inline CSS.
• Familiar with SPF, DKIM, HTTPS certificates, and DNS records.
• Familiarity with major ESPs (HubSpot, Salesforce, Klaviyo) is a major plus.
• Able to work with APIs, integrations, and S3 buckets.
• Strong communication skills and a calm approach to problem-solving.
• Curious about new tools and open to using AI tools (like Intercom Fin) to work faster.

* This position is hybrid