Baymard Institute

Content Marketing Manager

Baymard Institute

37 days ago

We’re seeking a full-time, remote Content Marketing Manager for our company. Baymard Institute conducts large-scale UX research studies, sharing our findings through a bespoke B2B SaaS platform that serves 2,000+ retailer stores, brands, and agencies across 80+ countries — including 71% of Fortune 500 ecommerce companies. We’re fully distributed, with ~60 team members spanning America and Europe, all committed to advancing ecommerce UX. About The Role As Baymard’s Content Marketing Manager, you’ll own the stories that connect our research, tools, and product roadmap to the people who use them. Your core focus will be turning complex UX and product insights into clear, compelling narratives that drive qualified demand, product activation, and long-term trust. You’ll plan and produce content across key formats — long-form articles, landing pages, email, and thought leadership — with SEO as a core distribution lever, not the sole objective. Working closely with Growth, Product, and Research, you’ll help shape our editorial strategy, structure content around real user problems, and ensure that every piece has a clear job in the funnel. This role is a good fit if you’re as comfortable digging into product behavior and user journeys as you are crafting a sharp headline. You’ll balance search strategy, storytelling, and product understanding to create content that both ranks and resonates. Who You Are You’re first and foremost an exceptional copywriter and storyteller. You know how to make complex topics feel accessible, concrete, and useful — without slipping into generic SaaS jargon. You bring hands-on experience from a SaaS environment, ideally in a product-led or self-serve context, and you think naturally in terms of user value, time-to-value, and feature adoption. When you write, you’re not just filling a content calendar; you’re helping users understand what the product does, why it matters, and how to get value from it. You’re confident working with SEO fundamentals — search intent, topic clusters, internal linking, and on-page structure — but you don’t treat SEO as a checklist. You’re comfortable collaborating with growth and product teams, responding to data and user signals, and iterating based on what actually moves the needle. You may also enjoy experimenting with new formats (video, short-form social, digital PR angles) and thinking about how one core story can live across multiple channels — from the blog, to the product, to lifecycle email. What You'll Need 3+ years of experience in content marketing or copywriting for B2B SaaS (ideally product-led or self-serve). Demonstrated ability to translate complex products or research into clear, engaging narratives. Strong understanding of SEO basics (search intent, keyword research, content structure, internal linking) and how content can compound over time. Experience creating content across the funnel: from educational and problem-focused pieces to product and conversion-focused assets. Proven ability to collaborate with Product, Growth/Marketing, and Sales to shape content that supports both user and business goals. Comfortable using analytics tools (e.g., Google Analytics, HubSpot, search tools) to inform topics, measure performance, and refine strategy. Fully proficient in written and spoken English. Nice-To-Haves Experience with digital PR or earning coverage/backlinks through research or content. Comfortable with video storyboarding (e.g., product explainers, educational videos, YouTube scripts). Experience creating short-form content for social channels (e.g., LinkedIn, X) from core long-form pieces. Familiarity with email and lifecycle communications (onboarding flows, activation nudges, product education, and light-touch nurture). Background in ecommerce, UX research, or related product/experience-led domains. Practical Details Location: 100% remote, full-time position, from EU, UK, or IE. (Be mindful that the role requires daily overlap with team members European time zones.) Language: We expect you to be fully proficient in written and spoken English. Salary: Based on qualifications. Start date: As soon as possible. Travel: Is limited; expect only 1-2 weeks of travel each year (often only in connection with the company-wide meetup). Company: Learn more about Baymard’s work culture and values here. Also, consider signing up for a free Baymard account to explore our product. How to Apply If you’re interested in this position, please apply by sending all of the following documents: A cover letter written in English (PDF format; 1-2 pages) describing how you fit the role and qualifications. (Required.) A CV/resume (PDF format) or a link to your LinkedIn profile. (Required.) Send the above to cmm2026@baymard.com.(All applications and materials are treated confidentially.) Deadline is January 11th, 2026 (end of day). Sincerely, Joseph Waddington, Marketing Lead at Baymard Institute Referral Bonus: If this job isn’t you, but you know someone who’ll be the perfect fit, please send them the link to this page. If we end up hiring the person you referred, we’ll give you a 1-year access to a Baymard Core plan (normally $2,388/year).

Customer Support Representative

Baymard Institute

41 days ago

Do you enjoy communicating with customers worldwide and providing thoughtful answers to their challenges?We’re seeking a full-time, remote Customer Support Representative for our company.Baymard Institute conducts large-scale UX research studies, sharing our findings through a bespoke B2B SaaS platform that serves 2,000+ retailer stores, brands, and agencies across 80+ countries — including 71% of Fortune 500 e-commerce companies. We’re fully distributed, with ~60 team members spanning America and Europe, all committed to advancing e-commerce UX.What You’ll DoYour role will be to deliver excellent customer support and ensure smooth interactions between Baymard and its global customers. This includes:Customer Support & CommunicationResponding to customer questions related to their Baymard account, access, onboarding, or general support needs.Helping customers troubleshoot issues related to login, access rights, service activation, and organizational approval processes.Maintaining our high standard for clear, empathetic, and solution-oriented, written communication.Internal CoordinationCollaborating with the operations, sales, and finance teams to resolve customer-related issues.Assisting in organizing internal support workflows and helping improve processes as Baymard grows.Ensuring customer inquiries are handled efficiently and escalated appropriately when needed.Your role may gradually expand to cover additional administrative or operational responsibilities depending on your interests and Baymard’s needs.Your Daily TasksYour typical day-to-day tasks (80% of the time) will be:Manage Support QueueCase assessment and routing.Prioritize cases based on urgency and impact.Direct customer communication.Technical Assistance & TroubleshootingConduct initial technical analysis and collaborative troubleshooting with clients.Configuration/navigation assistance.Knowledge ManagementMaintain a deep, technical understanding of all current and upcoming product features.Maintain and contribute to the customer-facing Knowledge Base/Help Center.Who You AreFor this role, you should be deeply motivated by helping customers succeed and providing top-tier service — especially in writing. Your exact education/work experience is less important, but a background and experience with customer support is mandatory.We will train you in all the processes you don’t already know. As such, a desire to learn, be pragmatic, and be solution-oriented with each customer is essential. Typically, our customers will have questions ranging from our product pricing, plan options, research methodology, technical issues, account changes, and more. You can expect to investigate issues in collaboration with colleagues in different departments and provide timely context and responses.Familiarity with Hubspot (or a CRM platform) is a plus, but not a strict requirement. Currently, we use Hubspot to centralize our support inquiries among our teams. What You’ll NeedWe’re looking for the following qualifications for this role:Service-minded: You enjoy helping customers navigate processes within their organization.A problem solver: Each customer may have unique internal systems, so you must be pragmatic and solution-oriented.Strong in written English: Nearly all communication (internal and external) is written and in English.Self-driven and organized: You can plan your own work and stay on top of open cases.Flexible: Our processes are evolving as we grow — you’ll help shape them.Comfortable with technology: You’ll work across multiple SaaS tools, and occasionally with spreadsheets (CSVs, Google Sheets).Patient: Some customer workflows (especially in large organizations) take weeks or months to resolve. Their support issues need monitoring and follow-up.This role is based within the Commercial Operations team. However, as you are the front line responsible for assessing and accurately routing diverse incoming support cases, you will collaborate closely with Research, Engineering, Product, and Finance as well to ensure proper hand-offs and resolutions.Practical DetailsLocation: 100% remote, full-time position, from EU, UK, or IE. (Be mindful that the role requires daily overlap with team members and customers in US and European time zones.)Language: We expect you to be fully proficient in written English. Written English is critical to this role, and you will have to submit your application and cover letter in English.Salary: Based on qualifications.Start date: As soon as possible.Travel: Is limited; expect only 1-2 weeks of travel each year (often only in connection with the company-wide meetup).Company: Learn more about Baymard’s work culture and values here. Also, consider signing up for a free Baymard account to explore our product.How to ApplyIf you’re interested in this position, please apply by sending all of the following documents:A cover letter written in English (PDF format; 1-2 pages) describing how you fit the role and qualifications. (Required.)A CV/resume (PDF format) or a link to your LinkedIn profile. (Required.)Send the above to customer-support2026@baymard.com.(All applications and materials are treated confidentially.)Deadline is January 4th, 2026 (end of day).Sincerely,Kristine Ingemod Andersen, Commercial Operations Lead at Baymard InstituteReferral Bonus: If this job isn’t you, but you know someone who’ll be the perfect fit, please send them the link to this page. If we end up hiring the person you referred, we’ll give you a 1-year access to a Baymard Core plan (normally $2,388/year).