• Support all users of the platform before, during, and after their event • Run regular webinars for event organizers and exhibitors • Help the event team create content for attendees, exhibitors and organizers • Provide online and/or onsite support for events throughout their duration

• Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction • Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos • Funneling user voice to the product team using our community feedback page and Intercom tools • Take scheduled Zoom calls to offer assistance over screen share • Upsell to existing customers or find new leads and close sales • Identify and execute new strategies to boost MRR • Handling Intercom chats • Taking demo calls • Creating bug reports • Creating feature requests • Maintaining reporting sheets of daily activities • Clearing Compliance reviews • Keeping track of Churn and finding new ways to reduce that churn • Review Bugs reported and check their current status • Update the Feature Requests and where they stand in terms of implementation • Review monthly performance as per manager • Offer ideas on how to improve the overall customer experience • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

• Own day-to-day customer communication via email (and other channels as we add them) • Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome • Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds) • Coordinate special cases with external partners (shops, carriers, vendors) when needed • Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly • Escalate technical or high-risk cases early and clearly (and help define what “high risk” means) • Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles

Role Description The Customer Service Representative plays a key role in supporting customers through phone, email, and chat channels. This position is ideal for someone who communicates clearly, solves problems quickly, and maintains a calm, professional tone in every interaction. As a remote team member, the representative is responsible for delivering accurate information, resolving issues efficiently, and ensuring each customer feels valued and supported. This role requires strong attention to detail, the ability to multitask, and comfort navigating CRM systems and online tools. Representatives will handle a variety of inquiries, including: - Account questions - Service updates - Troubleshooting - General support needs Training is provided, and high‑performing individuals may have opportunities to advance into senior support, QA, or team lead roles. Qualifications - Strong verbal and written communication skills - Ability to multitask and manage multiple inquiries at once - Professional, patient, and solution‑focused communication style - Comfort using CRM systems, email platforms, and support tools - High attention to detail and accuracy - Ability to work independently in a remote environment - Reliable internet connection and computer access Requirements - Previous customer service or call center experience - Familiarity with help desk or ticketing systems - Basic troubleshooting skills - Experience supporting e‑commerce, SaaS, logistics, or service‑based industries Benefits - This is a fully remote position with flexible scheduling options depending on business needs. - The work environment is fast‑paced, supportive, and focused on delivering exceptional customer experiences. - Compensation includes a competitive hourly rate, paid training, and potential performance‑based incentives.