Customer Support Specialist

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Provide accurate, efficient, and high-quality support across all channels (email and chat — no calls!) while ensuring a professional and customer-focused experience.

• Stay updated on product features, updates, and internal processes to offer timely and relevant solutions.

• Collaborate closely with Product, Tech Support, Deliverability, and other internal teams to address issues, manage escalations, and identify areas for improvement.

• Actively share ideas, contribute to process improvements, and help refine workflows that enhance both customer and team experiences.

• Take ownership of specialized areas (e.g., billing, outages, scheduling, or specific product features) and lead related initiatives with accountability and expertise.

• Mentor junior colleagues by sharing knowledge, providing constructive feedback, and fostering a culture of collaboration and growth.

• Actively participate in team meetings and embody Omnisend’s values in every customer and team interaction.

⛳️ Requirements

• Proficiency in English, both written and spoken.

• Demonstrated customer support experience, preferably in a fast-paced tech or SaaS environment (over 1 year).

• Strong ownership mindset—you take responsibility, follow through, and achieve results.

• Maturity and reliability—capable of working independently, prioritizing effectively, and maintaining composure under pressure.

• Excellent communication skills—clear, empathetic, and professional in all interactions.

• Problem-solving skills with attention to detail and a proactive approach.

• Flexibility to adapt to changing situations, schedules, and customer needs.

• A long-term perspective—you’re seeking a stable role where you can grow with us.

🏝️ Benefits

• Gross salary starting from 1100 EUR/month based on experience;

• Quarterly salary reviews.

• Unlimited learning budget for self-improvement after 3 months.

• Private health insurance.

• Unlimited access to psychotherapy.

• Workstation budget (420 EUR).

• Work anniversary gifts (such as home cleaning services).

• Attractive workations and team-led team-building events.

• Working methods and best practices inspired by Silicon Valley’s top tech companies.

• Senior colleagues (70%+) creating a high-performing environment that accelerates your growth.