Customer Support Specialist

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.

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 …