Technical Support Lead @ ThemeIsle

ThemeIsle is hiring a Technical Support Lead that will supervise the technical activity of our Customer Support Team.

To apply for this job please visit weworkremotely.com.

We’re looking for a Technical Support Lead that will supervise the technical activity of our Customer Support Team. You will need to make detailed and informed suggestions for mitigations of common issues as well as processes for optimizing the Customer Support Team performance.

The Customer Support team provides premium level support for ThemeIsle’s products and features via email, either there is a WordPress enthusiast using our products for free or an enterprise business with thousands of clients.

About us

We are ThemeIsle and we’ve been on the WordPress market for a couple of years now. We’ve developed several successful products during this time. For instance, our flagship theme Hestia is used on +100,000 websites, along with our newest theme Neve is listed in the top most popular themes of the official WordPress directory.

WordPress products don’t need to be boring(!) – that’s our primary motto – and we’re doing everything we can to prove it … starting from our site design (focused around pirates and rum), to our whole work attitude in general.

If you want to join Madalin, Stefan, Poonam, and AC in making our customers happy, please apply!

Requirements

Strong technical skills of programming is not a prerequisite, however, you should be well-versed in basic troubleshooting techniques to solve issues for all kind of clients. Thinking beyond the clear cache and cookies is essential in troubleshooting specific issues.

Your duties on the island:

Help solve any customer complaints (technical issues, pre-sales, account-related)
Identifying customers’ needs, clarify information, research each issue and provide solutions and/or alternatives, while providing the best value and empathy towards the customer
Troubleshooting, investigating and reporting issues for our developing team
Crafting and editing our support documentation http://docs.themeisle.com/ to help people and help themselves (all the documentation on our docs site is written and maintained by the support team)
Working together with the rest of the team by sharing knowledge and insights among team members (using Slack or weekly meetings)
Writing and debugging code to get things done
Suggest and research for processes which should improve the support team performance
Build relationships with members of our Support team and work hard to help them level up their skills
This role requires:

A genuine concern to help u̶s̶e̶r̶s̶ people
You have worked on a WordPress product or for a company that develops WordPress products for at least 1 year.
Excellent knowledge of WordPress, PHP, HTML5, CSS, and JavaScript
Applying our company’s vision to our customer support process
Working independently, and being organized
Excellent English writing and communication skills
You’re a self-learner who is flexible, and willing to try new things
Prioritize projects according to customers’ needs

We are seeking to work with us:

Monday through Friday 9am-6pm EST
Tuesday-Saturday 10am-7pm EST
Benefits

A minimum hourly rate of 35$/h for a full-time job commitment
Remote work – work from home or wherever you work best
Be part of a diverse team – we’re 25 people spread across three continents
All expenses paid conference at your choice each year.
All expenses paid trip to our annual retreat.
Annual employee profit share
Flexible vacation with fully paid and required time-off minimums.

You’ll get to work with a team of WordPress enthusiasts, programmers, designers, and even active bloggers and writers. We want you to be independent and pursue your personal projects, as long as you’re able to get your primary job done.