We're on the hunt for a Customer Support Specialist to join our team! You'll be the go-to person for our customers, responsible for answering questions, resolving issues, enriching our documentation and creating a fantastic customer experience. You will be entrusted with the most important mission to us: to make our users happy.
We're a small bootstrapped start-up, so you'll have a big impact on the success of our business and be reporting directly to our Lead Support.
DO NOT APPLY IF YOU DON'T HAVE EXPERIENCE IN WORDPRESS SUPPORT.
What Is WP Umbrella?
WP Umbrella provides everything agencies and freelancers need to manage multiple WordPress Sites effortlessly. Our application helps agencies and freelancers to save a ton of time and improve the communication with their clients. We are committed to deliver a fast, reliable and user-friendly experience to our users in everything that we do.
WP Umbrella in numbers:
- 🧑🔧 5 People
- 🚀 A plugin installed on more than 30 000 websites.
- 🥰 +2500 happy customers
- ⌛ Created in July 2021
- 💵 + 100% of growth in 2024 (50K MRR as of October 2024).
Your Mission
- Connect with Customers: Respond to customer inquiries with warmth and professionalism, building strong, trusting relationships.
- Solve Issues: Dive into customer concerns, resolving them efficiently to ensure they leave with a smile and a great experience on our platform.
- Keep an Eye on Things: Regularly monitor our platform for any hiccups, and quickly flag any bugs to the tech team for a speedy fix.
- Join the Q/A Fun: Play a key role in the Quality Assurance process during product releases, helping to make sure everything runs smoothly.
- Welcome New Customers: Help new customers feel at home by migrating their websites from competitors and ensuring a smooth onboarding process.
- Knowledge Base Guru: Keep our knowledge base organized and up-to-date, providing helpful resources for both users and your fellow team members.
Requirements
Your Hard & Soft Skills
- Experience: You have at least 2 years of experience in customer support in relation with WordPress or a hosting company. This is mandatory.
- Technical Proficiency: You have a strong understanding of WordPress and web communication protocols.
- Remote Work Savvy: You are autonomous and excel in a remote work environment, effectively managing your time and staying well-connected with the team.
- Communication: Your English writing skills are excellent, allowing you to convey information clearly and concisely.
- Problem-Solving: You possess strong analytical skills, enabling you to diagnose and resolve issues efficiently.
- Empathy: You naturally understand and relate to users' experiences and needs.
- Bonus Points: You stand out if you speak French, are familiar with WP Umbrella, or have experience managing multiple WordPress sites in an agency setting.
Support stack
- Helpscout
- Linear
- Chatbase
- Notion
- Slack
Benefits
Our Values & Working Principles
Kindness, goodwill, and ownership: these are the fundamental values that support our life as a team. We are passionated about the things we do. We work hard to build a product we can be proud of. We encourage our employees to enjoy their life, family, and hobbies by offering flexible working hours and a generous vacation policy.
‼️ We care about you and the work you do, not about the hours you sit at your desk.
The base salary for this role is $22,200, with a total compensation package estimated at $26,200. We're looking for someone who can work an 8-hour shift with flexible start times between 12:00 and 15:00 CET.
The package also include:
- Friendly team 🤗
- Remote work 🏝
- Flexible hours ⏰
- 5 weeks of paid vacations ⛺️
- Monthly budget for your remote-work expenses 📒
- 📈 Bonus based on performance (10% of the annual wage)
- ✈️ Retreat at least once a year
- 📚 Learning and training opportunities
- 👼 Maternity leave 16 weeks for women and 4 weeks for men (French legal base 🇫🇷)
- 👩 Menstrual leave 1 day per month
