WordPress Customer Success Specialist

Modern Tribe


3 weeks ago

08/26/2019 10:21:23

Job type: Other

Category: Customer Support


The Opportunity

Our team is growing and we’re looking for a seriously support-loving person to add to the mix. This person will provide on-going customer service support across our Products team for a growing suite of WordPress plugins through the forums we run and manage on our website, but have hit a spot where extra help building relationships with our customers will make a world of difference.

We’re looking for someone for around 10 hours a week to help us go the extra mile when customers reach out for help with some of the less tech-y side of things, like email support, processing of refund requests, assisting with account access, license key administration, downgrading accounts, pre-sales questions, Nonprofit Partnership Program, WordPress Meetup Organizer Program.

However, we won’t lie. This will be a fast-paced position where a successful person will be genuinely happy to help customers with a myriad of questions. There are more than 700,000 active installs of The Events Calendar running on websites around the world and many of them have questions that require timely assistance. Support is at the center of everything we do here at Modern Tribe, we want you to help our community thrive.

Who We Are

Modern Tribe, Inc. is a rapidly growing software & design company. We develop custom solutions for some of the world’s largest companies, government institutions and smaller growing organizations. We pride ourselves on our ability to bridge people and technology and to bring the passion and dedication of an entrepreneur to every project. Our team is composed of talented employees and freelancers around North & South America (and a smattering across the globe).

Modern Tribe is committed to a culture that embraces diversity and inclusion. We foster an environment of collaboration, open engagement, fairness and respect regardless of differences in age, race, disability, national origin, gender identity, religion, sexual orientation or veteran status. As a hybrid workspace ranging from distributed contractors to traditional employees, we value the unique perspectives and experiences of our global team.

We come from all walks of life. We are small business owners. We are tattoo aficionados and 80’s movie buffs and ex-pats. We are homeschool teachers. We are single parents. We are musicians, college drop-outs, and entrepreneurs. We are travelers, feminists, runners, volunteers, and makers. We are a Modern Tribe.

Everyday we strive to fulfill our motto: live well and do good work. We hope you will consider joining us.

Who You Are

We love working with each other because we have built a culture that suits us well. We work primarily with freelancers and coordinate their talents for large projects. To be on our team, you must be:

  • HAPPY

Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.

  • HELPFUL

Always looking for ways that you can help others.

  • CURIOUS

It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.

  • ACCOUNTABLE

Our clients expect us to get the right thing done on budget and on time. Communicating expectations and meeting them is the cornerstone of success.

  • A FREELANCER

This means that if you live within the USA, you will also maintain your own personal client list and that Modern Tribe will only comprise a portion of your total income. Regardless of where you live, you need to be already freelancing.

Personal Competencies

  • Extremely outgoing and friendly attitude

  • Strong communication skills

  • Experience working as part of a remote team

  • Self-motivated, detail-oriented

  • Strong organizational skills

  • A methodical approach to all tasks

  • Ability to prioritize workloads and meet deadlines

Knowledge and Experience

  • Strong communication and/or experience working as part of a remote team

  • Experience processing of refunds requests

  • Online account management

  • Reply to customer email threads and questions

  • Respond to refund requests

  • Fluent English speaker – bonus points for fluency in other languages

Bonus Points

  • Have built your own WordPress plugins. Double bonus points if those plugins extend The Events Calendar.

  • Have a proven track record providing remote support

  • Experience with MySQL

  • Experience working with WooCommerce

  • Experience working with WordPress

Responsibilities

  • Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission

  • Field incoming feature requests about account access

  • Facilitating account-to-account license transfers, generating new keys to replace non-validating keys, etc.

  • Helping with customer account related questions

  • Answering Pre-sales questions for plug-ins

  • Processing of refund requests

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