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Posted almost 2 years ago

You will take the lead on technical support. This position is the very first line of technical support for the majority of our customers when they need edits to their website. That's why you're someone who understands that fast and effective work is paramount. Our customers already have fully-functioning WordPress websites; it's your job to make sure any edits they need are taken care of quickly and effectively.You will help manage hosting. Of course you're an expert when it comes to the WordPress dashboard, but you also know your way around hosting dashboards for providers like WP Engine, Kinsta, GoDaddy, SiteGround. Regardless of the hosting provider, you can create new FTP credentials and make adjustments via any hosting dashboard.You will build relationships with our customers. This position is the very first line of contact for the majority of our customers when they need edits to their website. That's why you're someone who always wants to put a smile on somebody's face. Our customers already have fully-functioning WordPress websites; it's your job to make sure any edits they need are taken care of.You will help on-board new customers. This amounts to a large checklist of tasks required for all new customers and is something you will be trained to do. Your job will be to execute everything correctly to secure, speed up and provide ongoing support for all our customers as well as provide guidance on how to improve these systems and checklists.The types of support requests range from highly technical (speed optimization via Pingdom suggestions) to very straightforward (CSS changes). Simple edits will be completed within hours while advanced changes may take longer; it's your job to communicate effectively with our customers and set the right expectations.The types of customer interactions range from highly technical to conversational. You will mostly deal with folks who are not very WordPress saavy, but there are some who are. That's why you understand your job is to provide answers, insights, and solutions, not send customers somewhere else to find answers.Even more important than your responsibilities is how you fit into our team here at WP Buffs. Living and breathing our values and principles is an absolute requirement for any new recruit.OUR MISSIONEverything we do is driven by our customers and white-label partners. Our aim is to help as many website owners and digital agencies with WordPress as possible. The goal is to get so many people comfortable with WordPress that it powers 51% of the internet.OUR VALUESYou can read all about our values here (https://wpbuffs.com/about-us/). They're completely public so that we're accountable for living up to them and our customers can hold us to these standards.OUR TEAM FOUNDATIONSCreate an environment of trust: It’s hard to be vulnerable and unless we create an environment of trust, we won’t take risks. Asking for help and admitting mistakes resolves problems much more quickly.Have healthy conflict: It’s important that everyone feel safe to disagree. It hurts the company and the mission to never push each other to make better decisions.Commit to decisions: Once a decision has been made, the team commits to support it fully.Accountability to decisions: We are accountable to decisions, deadlines and commitments. Our decisions affect other people (team, customers, etc) and we are each responsible for owning what we commit to.Focus on results: We are measured by our output, not our input. The process matters much less than the product of that process. Results are our measure of success.This position is a great fit for someone who:Understands the structural functionality of WordPressIs confident in their ability to deliver edits within 3-6 hours for 90% of editsIs a self-starter who loves to deliver sustainable solutionsEnjoys tackling a wide variety of problems over a large range of topicsDemonstrates an ability to adapt and incorporate feedback from othersHas experience troubleshooting simple WordPress and hosting issuesIs a fast learnerIs excited about working with a remote teamWants a flexible job that's not a traditional 9-5Appreciates emojis and gifsRequired:Firm grasp of the English language through email supportMinimum 3 years in WordPressAvailable 2 days a week (Sat-Sun) and more hours (Mon-Fri) if you'd like themResponds to new support tickets assigned to them within minutesRegular WordCamp attendee, speaker, volunteer or organizerTime management skillsExperience making basic and advanced changes via the WordPress dashboard and FTPExperience troubleshooting issues within the WordPress dashboardExperience logging into + moving around hosting provider dashboardsSuccess in this position looks like:Timely completion of ticket edits (3-6 hours for 90% of tickets)Timely communication with customers on their questions and issuesTimely resolution or escalation of issues where appropriateUp-to-date notes and information on customer recordsYou're fun to work with and everyone who works with you has a better day because of itWhat we expect:Confident and positive engagement with the WP Buffs teamActive participation in WP Buffs internal team chatFeedback and contribution to the team so we can all learnEagerness to learnTransparency with workload or needsAbility to turn constructive criticism into improved performanceYou must be able to give feedback as well as take it. Honest communication is crucial to our teamTools we use:These are the software tools you'll need to be (or become) proficient in:Teamwork ProjectsTeamwork DeskSlackManageWP"WP Buffs is not for everybody. If you're looking for a job that will let you coast, get away with being lazy and not be a team player, you wouldn't last long here. If you're ready to commit to a great team for the long-term, take the next step in your WordPress career and ditch the traditional 9-5, we're looking forward to seeing what you're made of. Booyah!"- Joe Howard, Head BuffSalary range: $20-$30/hr