Customer Support Specialist

Job Description

About Leadfeeder

Leadfeeder turns B2B websites into lead generation engines.

Every day, potential buyers visit your website and leave without filling out a form. Leadfeeder reveals which companies are behind that traffic, shows what they care about, and helps teams act while interest is high.

By connecting website behavior with company data, intent signals, and automated workflows, Leadfeeder helps marketing and sales teams prioritise the right accounts and turn anonymous traffic into qualified pipeline.

We’re a remote-first, international team building the next generation of lead generation technology for B2B marketers. Join us and help redefine how B2B companies generate leads from the signals already happening on their website.

Position Overview

We’re looking for a Customer Support Specialist to join our team and help shape the experience customers have with Leadfeeder every day. This role is about more than answering questions — it’s about helping customers succeed, building trust through every interaction, and making sure they can unlock real value from the platform.

If you enjoy solving problems, guiding customers with clarity and empathy, and working closely with internal teams to improve the overall customer experience, this is a great opportunity to do meaningful work in a growing SaaS company.

Why Join Us

• You’ll have real impact - support is one of the most important touchpoints in the customer journey. Your work will directly shape how customers experience Leadfeeder and the value they get from it.
• You’ll help customers act on real buying signals - you won’t just answer questions — you’ll help customers better understand the platform, overcome blockers, and get more value from their website traffic.
• You’ll be part of an international, high-performing team - we’re a remote team that values clarity, ownership, and collaboration. You’ll work with knowledgeable teammates across functions and geographies.
• You’ll grow with the company - this is a strong opportunity for someone who wants to deepen their SaaS support experience, build cross-functional skills, and grow their expertise in B2B marketing technology.
• You’ll join at an exciting stage - as part of a growing and evolving business, you’ll have the chance to contribute ideas, improve processes, and help raise the bar for customer experience.

Responsibilities

• Support customers, prospective customers, and partners with Leadfeeder-related questions and requests
• Handle inbound conversations across live chat and email
• Help customers adopt the product more effectively and get stronger outcomes from their usage
• Follow up on open issues and keep cases moving toward resolution
• Collaborate with internal teams to escalate and resolve product or technical issues
• Maintain accurate customer records and keep internal systems and documentation up to date
• Support operational workflows, including reporting, bug coordination, and GDPR-related removal requests during the transition phase
• Contribute to team projects and continuous improvement initiatives that enhance the customer experience

What we're looking for

• Experience in a customer-facing B2B role
• Experience working in a B2B SaaS environment
• Strong written communication skills and confidence supporting customers across chat and email
• Strong follow-through, attention to detail, and a solution-oriented mindset
• A customer-first approach and the ability to communicate with clarity and empathy
• Interest in marketing, sales, and how B2B teams use software to generate pipeline
• Motivation to learn quickly and contribute as part of a collaborative support tea
  

Nice to Have

• Working knowledge of Google Analytics
• Experience with Salesforce or similar sales and marketing tools
• Familiarity with helpdesk or customer management systems
• Knowledge of CRMs, Zapier, APIs, or related integrations
• Experience using a variety of SaaS tools
• Experience supporting or contributing to team projects and cross-functional initiatives

Benefits

• A high performing team that supports each other and celebrates success together
• Flexible working hours as well as the possibility to work fully remotely or in one of our offices or in a hybrid model
• Attractive benefits and rewards
• Team events
• Mental Health support with Auntie.