Support Operations Specialist
New
C
CodeableWordPress Services
Fully remote, global applicants welcome, Standard working hours in GMT-6/GMT-7, with flexibility for occasional overlap with EU team hoursContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- WordPressSlackCustomer support
Requirements
- Residency within the Americas East Coast timezone
- Professional proficiency in written and verbal English
- Ability to work on weekends on a rotating schedule
- Ability to work at least 25 hours per week
- Analytical abilities and resourcefulness when navigating complex situations
- Experience managing multiple priorities in dynamic environments
- Experience with Intercom, Slack, or similar collaboration tools
- Basic WordPress ecosystem knowledge
- Experience in client-facing roles such as support, sales, or account management
Responsibilities
- Provide exceptional text-based support via Intercom, resolving complex inquiries with empathy
- Educate clients and experts on processes while gathering feedback to drive improvements
- Identify which cases require second-level judgment versus standard resolution
- Review and resolve client-expert disputes escalated from first-level triage
- Apply structured decision frameworks, Statements of Work, and project history to reach well-documented resolutions
- Escalate cases above threshold or involving policy exceptions and reputational risk
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