Title: Customer Experience Specialist (Support & Success) Location: Remote anywhere Job Description: 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 Requirements You're a strong fit if you: - Are curious - Communicate clearly and empathetically in writing - Enjoy helping people solve problems - Can handle 1st-level customer inquiries and support via email, chat, and online calls - Have 3-6 years of experience in a customer-facing role in a SaaS or tech environment - Are familiar with issue tracking/project management tools (Jira, GitHub, ClickUp, etc.) - Have experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems - Are organized and detail-oriented - Can stay calm and helpful under pressure - Are comfortable switching between technical and non-technical conversations - Learn software products quickly - Think proactively and look for ways to improve systems/processes - Have strong ownership and autonomy - Can have flexible working hours and can be on call if something major happens 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.) Location Although our headquarters are in Brussels, Belgium, our team works across Ireland, the Netherlands, Poland, Spain, Slovenia, USA, and more. This role is open to remote applicants based between UTC-3 and UTC+1. Candidates should be legally able to travel to Europe when needed. If you are based in Brussels, you can work from our office. Benefits - Salary: €45,000-€55,000. The actual compensation offered to a successful candidate will be 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: As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule. - Holidays: 25 days off per year. - Onboarding in Brussels: Your first week will be on-site for kickoff. - Career evolution roadmap: We'll map your career goals from day one and check in regularly.

Role Description A fast-paced customer service role that requires solid communications skills, and the ability to ask the right questions that uncover information necessary to assist in resolving client issues. The ideal candidate is detail oriented, consistent, and patient. This role requires someone who is comfortable with technology and has a willingness to learn about technology terms and acronyms. This position reports to the Customer Service Team Lead. Responsibilities - Phones – Answer incoming phone calls, enter tickets in the Sourcepass standard format, and document everything in our ticketing database. - Emails - Enter tickets into our database that arrive via our customer email portal. - Data Entry – Process data entry tasks as needed. - Outbound Calling – Call clients to inform them of scheduling and/or changes. - Assist management team in special projects as deemed necessary. Qualifications - Reliable – Shows up for work on time – ready to work. - Minimum 2-3 years of experience providing Customer Service in an office setting. - Ability to effectively communicate by phone. - Ability to speak and write in English, clearly and professionally. - Proficiency with computer (Windows Operating system). - Strong typing skills required. - Pays attention to detail. - This is an independent contractor position.

Role Description We're looking for a motivated, detail-oriented Customer Support Specialist who thrives in a fast-paced, remote environment. You’ll play a vital role in ensuring smooth client experiences by assisting with questions, confirming reservations, and troubleshooting travel-related concerns. - Respond to customer inquiries via email, phone, and chat in a timely and professional manner - Provide accurate information about travel bookings, itineraries, and policies - Troubleshoot common client issues and escalate complex matters as needed - Maintain up-to-date knowledge of supplier systems, policies, and procedures - Follow up with clients to ensure satisfaction and support post-booking - Log all communications accurately using internal systems - Maintain high levels of professionalism and empathy Qualifications - Prior experience in customer service or the travel industry is a plus (but not required) - Strong communication skills and ability to work independently - Comfortable using online tools, booking portals, and CRM systems - Tech-savvy with a quiet, professional home workspace - Passionate about helping others and delivering great service - Must be 18+ and authorized to work in the United States Benefits - Full training and ongoing mentorship - Travel agent certification (if desired) - Access to travel discounts and perks - Supportive online community and tools to help you succeed - $40,000 - $65,000 a year Company Description We are a fast-growing, fully remote travel company specializing in unforgettable vacations, cruises, all-inclusive resorts, and adventure experiences across the globe. You’ll represent a trusted brand while helping clients with booking support, inquiries, and travel-related questions.

Senior Customer Monetisation Executive Location: London England GB Job Description: We are looking for a highly organised Senior Customer Monetisation Executive to act as the execution engine within our Membership team. Your primary focus will be taking lightweight monetisation concepts ("wrappers") and project managing them from idea to live MVP across our portfolio of brands. You will use your commercial acumen to set strict timelines, proactively manage roadblocks, and drive cross-functional teams to get launches live at pace and to time. You will track the success of your rollouts and flex into wider monetisation and optimisation projects, making this the perfect role for someone who loves to build, launch, and grow monetisation routes. What you'll be doing As the Senior Customer Monetisation Executive, you are the driving force behind the rapid execution of new digital membership and monetisation revenue streams. Reporting to the Strategy Manager, you will operate with a strict focus on delivery, your main priority is to manage the pipeline from concept to live MVP. You are experienced in project management and excel in a matrix organisation, ensuring every stakeholder knows their deliverables to get launches live quickly. You possess strong commercial acumen and an entrepreneurial mindset, you track the early KPIs, prove the commercial value, and are adaptable enough to apply your skills to broader monetisation strategy and testing as the business evolves. Experience that will put you ahead of the curve - Prior experience marketing, product or customer service (Publishing/Media sector is desirable) or currently working in an editorial role and looking to pivot to a more commercial focused role - Evidence of executing rapidly; you have examples of bringing projects, products, or campaigns to market strictly on time. - Basic understanding of digital metrics and experience tracking performance data. - Excellent prioritisation and time management skills, with a proven ability to deal with a changing workload. - Strong proficiency in Google Workspace (Slides, Sheets, Docs) or Microsoft Office. What's in it for you The expected range for this role is £30,000 - £35,000. This is a Hybrid role from our London Office, working 2 days from the office, 3 from home … Plus more great perks, which include; - Uncapped leave, because we trust you to manage your workload and time - When we hit our targets, enjoy a share of our profits with a bonus - Refer a friend and get rewarded when they join Future - Well-being support with access to our Colleague Assistant Programmes - Opportunity to purchase shares in Future, with our Share Incentive Plan Internal job family level P6 Who are we… We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces. We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it! Our Future, Our Responsibility - Inclusion and Diversity at Future We embrace and celebrate diversity, making it part of who we are. Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive. When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone. Because a diverse team isn't just good for business. It's the Future. Find out more about Our Future, Our Responsibility on our website. Please let us know if you need any reasonable adjustments made so we can give you the best experience! #LI-Hybrid #LI-HD1