Customer Support Specialist

ThemeSphere; United States; Remote; USD 12,000 - 15,000; Full time

Benefits offered by this job

Paid leaves (10 per year)

Bonus potential (up to 50% of monthly)

Remote-friendly, relaxed environment

Job summary

ThemeSphere is seeking a dedicated and empathetic Customer Support specialist to help users set up our WordPress themes and guide them with best practices. You will delight customers, troubleshoot, and contribute to clear documentation while working remotely.

The ideal candidate has strong English writing, patience, 2+ years WordPress experience, and the ability to perform small CSS edits and basic PHP tweaks.

Qualifications

• Excellent written communication, avoiding jargon and making technical language easy to understand.
• HTML/CSS skills: help users with small edits; familiarity with Chrome DevTools.
• WordPress experience of 2+ years for setting up websites from scratch.
• WordPress themes & basic PHP knowledge for small customizations like custom templates.
• Calm, patient, empathetic to guide users.
• Problem-solving skills to tackle novel issues.
• Ability to set up WordPress locally (FlyWheel Local, MAMP or similar).
• Self-motivated and able to work remotely with high dedication.

Responsibilities

• Assist customers with installation, theme features/options, and customization guidance.
• Troubleshoot bugs and issues, provide workarounds, and submit bug reports.
• Write and update documentation and user guides about theme features.
• Test theme features on new releases of the themes and plugins.

Skills

Written communication

HTML/CSS

WordPress

WordPress PHP

Calm demeanor

Problem solving

Self-motivated

Remote work

Tools

Chrome DevTools

FlyWheel Local

MAMP

Elementor

WordPress plugin development (bonus)

Job description

ThemeSphere is looking for a dedicated and empathetic person to join our Customer Support team. The main job is to assist users with setting up our WordPress themes, while delighting and educating them to use our themes with best practices, resulting in happy and loyal customers.

What we're looking for is a mix of excellent English communication skills, compassion, lots of patience, and great WordPress knowledge.

Work Details and Tasks:

• Helping Customers with Themes: Answering questions related to installation, theme features/options, and guiding on customizations using built-in options or, if needed, via Custom CSS/other methods.


• Troubleshooting any bugs/issues, offering workarounds where possible, and creating bug reports.


• Writing/updating documentation and user guides about theme features.


• Testing theme features on new releases of the themes and plugins.

Required Skills:

• Excellent written communication skills, avoiding jargon, and making technical language easy to understand.


• HTML & CSS Skills: You will often have to help users with small CSS edits. Experience with tools like Chrome Dev Tools is required.


• WordPress experience of 2+ years for setting up websites from scratch.


• WordPress Themes & Basic PHP knowledge: To modify themes and do small customizations like creating a custom page template with PHP.


• A kind and calm personality with a lot of patience, empathy and kindness to deal with and to guide users.


• Problem-solving skills to solve novel problems with elegant solutions.


• Ability to setup WordPress on your own computer (using FlyWheel Local, MAMP or similar).


• Self-motivated, curious to learn and grow, and ability to work remotely with full dedication (high activity level required).

Bonus Points & Skills:

• Previous Support Experience.


• JavaScript/jQuery.


• Elementor Page Builder.


• WordPress custom themes from scratch.


• WordPress plugin development.

Benefits and About Us:

We're a small but passionate team that has served 29,000+ customers worldwide (Envato Market Profile). We're continuously evolving, updating and launching new products, and always improving our skills in the process.

• Stability: We believe in long-term relationships and job stability. Our previous support lead was with us for 7+ years.


• Learning: We provide an opportunity to learn both in the available free time and provide guidance to improve support skills in monthly shared advice, with examples.


• 10 paid leaves per year (2 consecutive).


• Up to 50% of monthly salary bonus based on yearly performance review.


• Informal and relaxed remote job environment with rarely any pressure of tight deadlines.


• No discrimination. Equal opportunity for everyone no matter who you are.

Salary:

The salary offer will vary largely based on skills and experience and whether or not you're the right fit for the job. On average, we offer USD 10 / hour, varying by support skill and rank.