WordPress technician – team lead
Primary responsibilities
- Manage day-to-day support operations and interactions via Help Scout
- Assist Support team members with creative problem-solving
- Assign out tickets to the support team as necessary
- Execute high-level support tickets as necessary
- Implement formal reporting and metrics for the support team
- Maintain positive client relationships with an extremely high level of customer service and professionalism via email, video meetings, and phone calls
- Maintain client satisfaction from ticket-open to ticket-close across entire support team
- Encourage Support team growth
Additional responsibilities
- Oversee, train and onboard new support team members
- Contribute to ongoing process improvements
- Provide feedback to the team regarding any / all areas to improve by staying current on best customer support practices.
Requirements
- 5+ years customer service experience
- 5+ years of WordPress experience
- Team management experience
- Deep understanding of and experience with WooCommerce, HTML, CSS
- Search engine optimization experience preferred
- Excellent leadership skills
- Excellent communication, motivational, and interpersonal skills
- Excellent organizational skills & detail-oriented
- Ready to work in a fast-paced environment
Freshy is seeking a candidate who will take initiative and approach client success and support with a confident and positive attitude in a fast-paced environment.
Benefits
- 401(k)
- Flexible schedule
- Paid time off
- Hardware stipend
Salary
Compensation commensurate with experience, skills, and location of candidate.
Please note : this is a remote work position with working hours based on Eastern Time Zone (ET)
Apply
Please send the following info to
- Cover letter
- Resume
- Portfolio of work
- Salary or hourly rate range
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