WordPress - Product Support (SDQ)
Hire Horatio CX · Santo Domingo, Distrito Nacional, Dominican Republic
Outsourcing and Offshoring Consulting · 1,001-5,000 employees
About the role
The specialist will provide technical support to help customers achieve publishing and commerce goals using WordPress and WooCommerce. They will also identify efficiency improvements and advocate for customers internally to improve product tools.
What they look for
Requirements
Candidates must have significant technical experience with WordPress and WooCommerce and a proven track record in technical support. Exceptional English communication skills and a self-starter mentality are required.
Full description
Position Summary:
As a Product Support Specialist, you will introduce customers to the possibilities of the open web. In this role, you'll teach, instruct, and solve technical problems to help customers achieve their publishing and commerce goals while advocating for them internally to help build better tools and products that serve their ever-changing needs.
Beyond customer support, you’ll help elevate our entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls.
Our ideal hire has built a career in customer service and is genuinely motivated by having meaningful, substantive conversations with customers every single day. We’re looking for ambitious, motivated people who want to create a world-class experience every time our customers use our products.
What Makes You a Great Fit: • WordPress & WooCommerce experience: You’re not just a casual user. You’ve rolled up your sleeves and spent significant time under the hood of WordPress and WooCommerce. Whether you’ve managed complex sites or tackled tricky customizations, you know your way around the dashboard and beyond.
- Customer Support Experience: You have a proven track record in technical support or customer success. You don't just "handle" high-volume queues—you thrive in them. You’re motivated by the win of a solved problem and a happy customer.
- Initiative: We love builders. You’re the person who sees a broken process and fixes it without being asked. Whether you’ve boosted retention or streamlined a workflow, we want to see the tangible impact you’ve made in your previous roles.
- Exceptional Communication: You can talk shop with developers and simplify the "tech-speak" for a first-time blogger. Your English is top-tier, and you have a knack for building trust through every chat and email. (Bonus points if you’re multilingual!)
- Self-starter mentality: You’re a self-starter who doesn't need a roadmap to find the destination. You’re disciplined, you own your deadlines, and you’re comfortable steering your own ship in a fully remote environment.
- Unique expertise: Are you a troubleshooting wizard? An eCommerce guru? A leadership natural? We celebrate diverse backgrounds and want to know exactly what unique expertise you’re bringing to the table.
This is an on-site role in the DR
