Member Experience Specialist

Flodesk is one of the world’s fastest-growing email marketing companies, built to help creators sell online and design emails that people love to get. Our commitment to small business owners is to create simple and intuitive tools that help them grow, nurture, and monetize their email list.  

We’re a remote-first company headquartered in San Francisco, California, with a globally distributed team—including an in-person office in Da Nang, Vietnam. Our team reflects the diversity and creativity of the people we serve. Join our mission to level the playing field for small business owners through good design

About the Opportunity

Flodesk isn’t just an email tool; we are a design revolution and a dedicated marketing partner for small business owners. We are looking for a Member Experience (MX) Specialist with empathy, tech-savvy, and the drive to help entrepreneurs succeed.

This is not a generic "Customer Support" role where you read from a script. You will be the voice of Flodesk to our members and the voice of the users back to our product team. 

We are looking for someone humble, driven, and inquisitive. You don't just close tickets; you solve problems, identify trends, and help our members grow their businesses.

What You Will Do

• Own the Member Resolution: You are the first line of defense. You will promptly troubleshoot and resolve complex inquiries regarding the Flodesk platform, billing, and technical integrations. You turn frustrated users into loyal fans through fast, empathetic, and clear solutions.

• Drive Customer Health: You don’t just react; you look at the data. You will utilize customer success metrics to identify churn risks and help develop strategies that increase loyalty. You proactively spot "at-risk" members and help them find value.

• Be the Voice of the Customer: You are the eyes and ears of the company. You will identify trends, pain points, and bugs, and share these insights with the Product and Engineering teams to improve the platform for everyone.

• Master the Product: You will become a Flodesk encyclopedia. You stay ahead of new feature releases and best practices, ensuring you can guide members through any challenge. You will also collaborate on internal MX projects to improve our team's efficiency.

What you need to be successful

• Founder Empathy: You have a genuine passion for helping small businesses grow. You understand that behind every support ticket is an entrepreneur trying to make a living. (Bonus: You have an entrepreneurial mindset).

• Master Communicator: You have excellent English written communication skills. You can explain complex technical concepts in simple, human terms via email and chat. You build rapport and trust instantly.

• Cultural Fluency: You understand Western/US communication styles and service expectations. You don't just translate language; you translate tone. You know how to be friendly, direct, and professional—matching the "Chat" style of modern US tech companies.

• Tech Fluency: You are tech-savvy and comfortable navigating new software. You don’t need a manual to figure out a new platform; you dive in, learn it, and master it quickly.

• Thrives in Ambiguity: You are comfortable working independently in a fast-paced environment. When processes change (and they will), you adapt quickly without losing focus.

• The Background:

  • 1–3 Years Experience: Proven track record in Customer Success, Account Management, or Support (preferably in a SaaS or Tech environment).

  • Domain Knowledge: Familiarity with Email Marketing best practices, E-commerce flows, or Marketing Automation is a strong plus.

  • Platform Experience: Experience using Flodesk or similar tools (Mailchimp, ConvertKit, Klaviyo) puts you at the top of the list.

  • Global Experience: Experience living, studying, or working in English-speaking environments (US, UK, AU) or supporting US-based customers is a major plus.

Why you should choose us

• Impact: Your work will directly help thousands of SMBs.

• Culture: We are a lean, fast-growing team that values Good Design, Trust, and Empowerment. We invest in our people, adapt quickly, and strive to be a great place to work.

• Perks: 

• We pay highly competitive salaries + 13th-month bonus.

• Stock options for high contributors—we want you to own a part of our success.

• Professional development package of up to $1,000/year (for courses, books, or conferences).

• Modern office with top-notch equipment (MacBook Pro).

• Comprehensive healthcare package (Annual health check, Vaccine, Premium Health Insurance)

• Flexible working hours with a standard 5-day workweek.

Flodesk is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Flodesk is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email people@flodesk.com

Notice to California-based Candidates and Vietnam-based Candidates for Employment. This Candidate Privacy Notice is intended to provide information about how Flodesk collects and uses personal information to California consumers and candidates located in Vietnam (Vietnam-based candidates) who apply for employment with Flodesk. If you are employed by Flodesk, refer to the Employee Handbook for additional information. For any questions about this notice, please contact People@flodesk.com.

Personal Information Flodesk Collects:
Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. For California-based candidates: Characteristics of protected classifications under California or federal law including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information. Any other information you provide as a part of  recruitment, job application, or interview process. 

Purposes for Collecting Personal Information:
To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To provide compensation, including payroll, and  administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States or in Vietnam. To improve recruitment and interview processes and  ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements as Flodesk may transfer or store internationally your information, including to or in the United States, European Union and Vietnam and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

For Vietnam-based candidates:
By clicking "Submit Application", You confirm that you have read the Privacy Notice and agree to allow Flodesk to process your personal data for this application, including cross-border transfer. You have the right to withdraw your consent or request data deletion at any time by contacting people@flodesk.com