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- Tasks: Support customers by managing requests and providing expert guidance via email and Zoom.
- Company: Join a fast-growing SaaS company dedicated to customer success.
- Benefits: Earn $60/hour, enjoy flexible hours, and work remotely.
- Other info: Be part of an inclusive team culture focused on equity and community impact.
- Why this job: Make a real impact while gaining hands-on experience in a dynamic environment.
- Qualifications: 2-3 years in Customer Success or Technical Support, with strong communication skills.
The predicted salary is between 24000 - 32000 £ per year.
Hello, I’m Murray Wright, Senior Manager of Customer Success at Customer.io! We’re hiring a part-time Customer Success contractor located in the UK or Ireland to support our growing team as our customer base continues to expand. In this role, you’ll help manage high volumes of customer requests within our pooled support model and provide coverage for team members during periods of leave.
We’re deeply committed to delivering world-class service. Customer.io plays a meaningful role in how our customers connect with their audiences, and we take that responsibility seriously. Our goal is to create an experience that leaves customers feeling supported, confident, and empowered to get the most out of our platform.
This is a fast-growing team and a strong opportunity to gain hands-on experience in a digital-led Customer Success environment. You’ll build new skills, work with a wide range of customers, and collaborate closely with a smart, supportive, and growth-minded team. Customer.io has seen consistent year-over-year growth, and this contract role offers a chance to make a real impact during a period of rapid scale—while gaining valuable experience in a dynamic, customer-first SaaS company.
Some of the things you’ll do:
- Triage and respond to customer tickets via email and Zoom
- Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few
- Identify complex issues and escalate to our technical support teams as appropriate
- Advise on Customer.io strategy and best practices
- Facilitate onboarding calls and one-off support sessions as needed
About You:
- Self-starter who dives into new technology and isn’t shy about asking well formed questions to get clarity
- Clear communicator who turns complex concepts into end-user friendly guidance
- Customer advocate who balances empathy with efficiency
- Get’s a kick out of being able to impact many small businesses in the same day with thoughtful responses
What we’re looking for:
- 2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS
- Comfortable communicating with customers via email and video calls
- Comfortable reading API docs, building logic flows, and support integrations by troubleshooting root causes
- Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
- Experience supporting customers at scale, with the ability to manage a high-volume book of business (e.g. ~1500 customers)
Our Process:
No gotchas, no trick questions — just a clear, human process designed to help both of us make an informed decision.
- 30-minute video call with Recruiter
- 30-minute video call with Hiring Manager
- Take-home assignment
- Assignment review call with the hiring team
Logistics:
- Hours: 20 hrs/week at $60 USD per hour, Mon-Fri availability between 9am-5pm GMT, flexible schedule based on the needs of the team and customers
- Location: Remote, overlapping UK or Ireland business hours
- Contract: 6-months, with possible extension
- Collaboration: Works alongside Americas Scaled CS team
All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.
Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.
Contract Customer Success Manager, EMEA employer: GigLetter
Contact Detail:
GigLetter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contract Customer Success Manager, EMEA
✨Tip Number 1
Get familiar with the company and its products before your interview. Dive into Customer.io's platform, understand their customer success strategies, and think about how you can contribute. This will not only impress them but also help you tailor your responses during the interview.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, being able to clearly articulate your thoughts is key. Try mock interviews with friends or use video calls to get comfortable with the format.
✨Tip Number 3
Showcase your problem-solving skills. Be ready to discuss past experiences where you successfully handled customer issues or escalated complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Contract Customer Success Manager, EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your clear communication style. Use examples from your past experiences where you effectively communicated complex ideas to customers. We love a good storyteller!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who is not just qualified but also a great fit for our team culture. Share your passion for customer success and how you advocate for customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at GigLetter
✨Know Your Stuff
Before the interview, make sure you’re familiar with Customer.io’s platform and its features. Brush up on marketing automation concepts and be ready to discuss how you can help customers navigate these tools effectively.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. Practice explaining complex ideas in simple terms. You might even want to prepare a few examples of how you've successfully communicated with customers in the past.
✨Prepare for Real Scenarios
Think about common customer issues you might encounter in this role. Prepare to discuss how you would triage and resolve these problems, especially those related to API docs or conditional-logic workflows.
✨Emphasise Your Customer-Centric Approach
Be ready to share stories that highlight your empathy and efficiency in customer interactions. Show how you balance understanding customer needs with providing quick, effective solutions.