WordPress Customer Service Representative

Scale AI

Job Overview

Location

Remote

Job Type

Contract

Full Job Description

📋 Description

• As a WordPress Customer Service Representative at Scale Army Careers, you will be the crucial first point of contact for our clients, providing essential support for their WordPress and technical needs. This role is designed for individuals who are passionate about delivering exceptional customer service, possess a knack for technical problem-solving, and are eager to grow within a dynamic, supportive, and fully remote environment. You will be instrumental in ensuring our clients' online presence runs smoothly, acting as their primary guide through technical challenges.
• Your core responsibility will be to provide empathetic and efficient Level 1 troubleshooting for a wide range of WordPress and technical inquiries. This involves actively listening to client concerns, thoroughly diagnosing issues, and implementing effective solutions. You will navigate the back-end of WordPress websites, identify common problems, and leverage your knowledge of Google platform tools, such as Google Search Console, to assist clients. A structured approach to problem-solving will be key to assessing the scope and impact of each issue, ensuring that client needs are met with precision and care.
• You will manage incoming support tickets through the FreeScout ticketing system, ensuring all client requests are acknowledged and addressed within a 24-hour timeframe. Maintaining clear, concise, and professional communication is paramount, especially when interacting with clients who may have varying levels of technical proficiency. Your ability to explain complex technical concepts in an understandable manner will be highly valued, fostering trust and satisfaction.
• A significant part of this role involves recognizing when an issue requires a deeper level of expertise. You will be responsible for escalating more complex problems to our specialized technical teams using ActiveCollab, providing them with all the necessary diagnostic information. Collaboration with management is also essential to ensure that escalated issues are resolved comprehensively before tickets are closed. Proactive follow-up on these escalated tickets will be critical to guarantee client satisfaction and a seamless support experience.
• This position offers a unique opportunity to develop your technical support expertise in a hands-on manner. You will gain invaluable experience with WordPress environments, various ticketing and project management tools, and sophisticated escalation processes. The role demands a proactive attitude, a strong sense of technical curiosity, and a genuine willingness to learn and grow. You will be encouraged to expand your capabilities, with the potential to develop into Level 2 technical support competencies.
• Working within a fully remote setup, you will have the flexibility to manage your workload effectively. The role requires full-time availability, working 40 hours per week, and adherence to U.S. business hours aligned with the client's time zone (9 AM - 5 PM CST). This alignment is crucial for effective client support and collaboration.
• You will be part of a supportive team that is committed to your professional development. We believe in investing in our employees, providing them with the resources and opportunities needed to enhance their skills and advance their careers. This is more than just a job; it's a chance to become an integral part of a company that values innovation, client success, and employee growth.
• Your ability to manage multiple tickets simultaneously, prioritize tasks effectively, and maintain a high level of accuracy under pressure will be essential. Empathy, patience, and a client-centric approach are the cornerstones of our service philosophy. You will be empowered to make a real difference in our clients' online experiences, contributing directly to their success and our company's reputation.
• The application process is designed to help us understand your unique skills and potential. It includes filling out an application form and recording a video to showcase your abilities. We are looking for candidates who are not only technically capable but also possess excellent communication skills and a genuine passion for helping others succeed.

🎯 Requirements

• Previous experience in Level 1 IT or Service Desk support, or a strong customer service background with a demonstrable ability to learn technical concepts quickly.
• Familiarity with WordPress website management, including basic navigation and understanding of common functionalities, or a strong aptitude for rapid learning in this area.
• Experience with ticketing systems (e.g., FreeScout) or project management tools (e.g., ActiveCollab) is preferred, indicating an understanding of workflow management.
• Excellent written communication skills in English, with the ability to articulate technical information clearly and empathetically to clients with diverse technical backgrounds.
• A problem-solving mindset, coupled with high empathy and patience, and a proactive attitude with a strong interest in developing advanced technical support capabilities.

🏖️ Benefits

• Fully remote work environment offering flexibility and work-life balance.
• Opportunity for professional growth and development within a supportive team that invests in employee learning.
• Hands-on experience with WordPress, Google platform tools, and industry-standard support and project management systems.
• Competitive compensation package aligned with experience and location.
• A collaborative and inclusive team culture that values individual contributions and promotes continuous learning.

Skills & Technologies

Remote

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About Scale AI

Scale AI provides data infrastructure for artificial intelligence, offering data labeling, model evaluation, and generative AI application development tools for enterprises and government agencies. Founded in 2016 and headquartered in San Francisco, the company supplies high-quality training datasets to automotive, defense, e-commerce, and technology customers, enabling deployment of accurate machine-learning models at scale.

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