Remote Customer Support + English + Ruby Jobs

Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 27 people distributed all over the world.\n\nWe’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.\n\nYou’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. \n\n**You should be:**\n* Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things\n* A self-starter, capable of working independently \n* Dedicated to constant experimentation & learning\n* Familiar with HTML, CSS and JavaScript\n\n**Bonus points if you also have:**\n* Experience with WordPress\n* Experience with WooCommerce (or other eCommerce platforms)\n* Experience supporting SaaS products\n* Experience with PHP / Ruby (or other programming languages)\n* Native-level fluency in a language other than English (We love being able to support customers in their native language!)\n\n**You’ll be responsible for:**\n* Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed\n* Answering pre-sales questions and other feedback from customers\n* Documenting and optimizing our support process to improve customer satisfaction\n* Writing technical documentation and other content so customers can help themselves\n* Helping our engineering & product teams to identify areas where we can improve the customer experience\n* Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need\n\n**Why you’ll love working with us:**\n* Kind, wonderful teammates that enjoy their work as much as you do\n* Competitive salary\n* Annual company retreats (read about [our last adventure in Scotland!](https://www.skyverge.com/blog/skytrip-2019-recap/))\n* Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!\n* Transparent culture (check out our [team wiki](https://hq.skyverge.com/))\n\nCurious to learn more? Read our full position overview and apply via the link below. We're excited to meet you!\n\n*We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.* \n\nPlease mention the words **MAZE CASTLE BRING** when applying to show you read the job post completely (#RMy4xMzQuMjUzLjE2Ng==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to JavaScript, CSS, HTML, Customer Support, Non Tech, English, PHP, Ruby, Marketing, SaaS and Ecommerce jobs that are similar:\n\n $60,000 — $100,000/year\n
\n\n#Benefits\n 🏔 Company retreats\n\n
\n\n#Location\nWorldwide

Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 21 people distributed all over the world.\n\nWe’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.\n\nYou’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. \n\n**You should be:**\n* Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things\n* A self-starter, capable of working independently \n* Dedicated to constant experimentation & learning\n* Familiar with HTML, CSS and JavaScript\n\n**Bonus points if you also have:**\n* Experience with WordPress\n* Experience with WooCommerce (or other eCommerce platforms)\n* Experience supporting SaaS products\n* Experience with PHP / Ruby (or other programming languages)\n* Native-level fluency in a language other than English (We love being able to support customers in their native language!)\n\n**You’ll be responsible for:**\n* Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed\n* Answering pre-sales questions and other feedback from customers\n* Documenting and optimizing our support process to improve customer satisfaction\n* Writing technical documentation and other content so customers can help themselves\n* Helping our engineering & product teams to identify areas where we can improve the customer experience\n* Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need\n\n**Why you’ll love working with us:**\n* Kind, wonderful teammates that enjoy their work as much as you do\n* Competitive salary\n* Annual company retreats (read about our [last adventure in Lake Tahoe!](https://www.skyverge.com/blog/skytrip-2018-recap/))\n* Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!\n* Transparent culture (check out our [team wiki](https://hq.skyverge.com/))\n\nCurious to learn more? Read our [full position overview and apply here](https://skyverge.workable.com/jobs/1016363). We're excited to meet you!\n\n*We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.* \n\nPlease mention the words **BOIL ACROSS SYMPTOM** when applying to show you read the job post completely (#RMy4xMzQuMjUzLjE2Ng==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to JavaScript, CSS, HTML, Customer Support, Non Tech, English, PHP, Ruby, Marketing, SaaS and Ecommerce jobs that are similar:\n\n $60,000 — $100,000/year\n
\n\n#Benefits\n 🏔 Company retreats\n\n
\n\n#Location\nWorldwide

SkyVerge is looking for a talented Customer Support Specialist to join our fully-distributed team and help support our entire suite of products.\n\n**The Role**\n\nYou’ll be the first point of contact for our customers, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything.\n\n**Here are some things you may do on a given day:**\n\n-Assist customers by troubleshooting technical problems and escalating to the engineering team as needed\n\n-Answer pre-sales questions and other feedback from customers\n\n-Document and optimize our support process to improve customer satisfaction\n\n-Write technical documentation and other content so customers can help themselves\n\n-Help our engineering & product teams to identify areas where we can improve the customer experience\n\n-Monitor social media and forums where customers may have questions or issues with our products and get them the help they need\n\nWith over 70 products that we support, there's plenty to learn. We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with the product & engineering team to tackle more technical or in-depth questions that go beyond your knowledge.\n\n**On the first day you will:**\n\n-Onboard and get to know your new team members\n\n-Pair with a customer support specialist for training, and answer some customer questions together\n\n-Have a complete WooCommerce setup with major plugins installed\n\n-Read and review support guide\n\n**In the first week you will:**\n\n-Answer customer questions (draft, review from team member or manager, send)\n\n-Dive into learning WooCommerce and our major extensions (Memberships, for example)\n\n-Fix at least one documentation issue\n\n**In the first month you will:**\n\n-Own your own queue\n\n-Answer customer questions with minimal review\n\n-Contribute to documentation as necessary\n\n**You**\n\nYou have that unique combination of technical aptitude and empathy for the user. You’re comfortable with code but prefer to be customer-facing. You’re self-driven with a sense of urgency and draw satisfaction from going above and beyond to provide solutions. You’re an excellent communicator and have the ability to thrive in a distributed environment. Perhaps most importantly, you have a willingness to learn.\n\n**To succeed in this position, you must have:**\n\n-A solid understanding of HTML / CSS\n\n-A working knowledge of JavaScript\n\n-Native-level fluency in English (Are you fluent in other languages? Tell us! We love being able to support customers in their native language.)\n\n-Outstanding written communication and interpersonal skills\n\n-Boundless curiosity for our products and our customers\n\n-Ability to thrive in a remote environment (along with a reliable internet connection)\n\n**It’s helpful if you have:**\n\n-Experience with PHP / Ruby (or other programming languages)\n\n-Experience with WordPress\n\n-Experience with WooCommerce (or other eCommerce platforms)\n\n-Experience supporting SaaS products\n\n-Experience supporting downloadable software (especially in the LAMP stack)\n\n**The Team**\n\nOur team is fully-remote and we communicate primarily through Slack, GitHub, Help Scout, Intercom, and weekly stand-ups via Zoom (a few short meetings) — we believe the best work happens when given lots of uninterrupted time that’s free of distractions.\n\nAs a remote team, we believe that regular meet-ups are invaluable for getting to know each other better, so you should be available for 1-2 company-paid team trips per year. Curious about these trips? Check out our recap of our last team retreat ([SkyTrip!](https://www.skyverge.com/blog/skytrip-2018-recap/)) to get an idea of what they’re like.\n\nThis is a full-time, salaried position, but hours are flexible. We know your work will speak for itself with thoughtful replies to customers, wiki edits, and published documentation.\n\n**Process**\n\nAfter an initial screening, you’ll get an email with a few questions to answer. Following that, you’ll have a few 30 minute phone chats with different people on our team to learn more about you and answer any questions you have about the position and company.\n\nIf this goes well, we’ll invite you to join our team and start your paid 4 week trial period. During this period you’ll work full-time as a contractor, or part-time on nights/weekends if you already have a full-time position. This gives you an opportunity to make sure you enjoy the work and the team, and it gives us an opportunity to evaluate your work. We’ll have regular chats each week to share feedback and make sure we’re on the same page. At the end of the trial, you’ll be offered a permanent position 🙂\n\n**Benefits**\n\nHere are some benefits we're happy to offer to our team members:\n\n-Competitive salary\n\n-Annual incentive for meeting team and company goals\n\n-27 days of paid time-off, in addition to 2 company holidays (SkyVerge Day in March, Founders Day in June 😀)\n\n-Medical, Dental, and Vision insurance for US and Canadian residents and their families (reimbursements for comparable care for non-US/Canadian residents)\n\n-401k/RRSP Retirement plan with 4% company match for US/Canadian residents (contributions to comparable plans for non-US/Canadian residents)\n\n-Work flexible hours from anywhere that has a reliable internet connection\n\n-Tools (hardware/software) to help you be productive\n\n-Allowance for professional growth (books, courses, conferences)\n\n-Home office or co-working allowance\n\n-A Kindle to help you keep learning\n\n*We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.* \n\n# Requirements\nPlease apply directly through the link below. Applications accepted through August 15th. \n\nPlease mention the words **DISTANCE SWALLOW CASH** when applying to show you read the job post completely (#RMy4xMzQuMjUzLjE2Ng==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Ecommerce, Wordpress, Customer Support, Non Tech, English, PHP, HTML, LAMP, Ruby and SaaS jobs that are similar:\n\n $60,000 — $95,000/year\n
\n\n#Benefits\n 🤓 Vision insurance\n\n🌎 Distributed team\n\n

Hiya. We’re SkyVerge and we love eCommerce. Our products help merchants manage and grow their online stores, all the way from boutique corner shop to Fortune 500 retailers. We’re looking for two Customer Support Specialists to join our fully-distributed team and help support our entire suite of products.\n\n## The Role\nYou’ll be the first point of contact for our customers, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. \n\nHere are some things you may do on a given day:\n\n\n- Assist customers by troubleshooting technical problems and escalating to the engineering team as needed\n- Answer pre-sales questions, billing & account changes, and other feedback from customers\n- Monitor social media and forums where customers may have questions or issues with our products and get them the help they need\n- Help with customer onboarding by installing and modifying code on customers’ stores\n- Write technical documentation and other content so customer’s can help themselves\n- Help our engineering & product teams to identify areas where we can improve the customer experience\n- Document and optimize our support process to improve customer satisfaction\n\nWith over 70 products across the three eCommerce platforms (Shopify, WooCommerce, Easy Digital Downloads) that we support, there's plenty to learn. You’ll be expected to own the support queue for a set of products for a week before rotating to another set. We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with the product & engineering team to tackle more technical or in-depth questions that go beyond your knowledge.\n\n## You\nYou have that unique combination of technical aptitude and empathy for the user. You’re comfortable with code but prefer to be customer-facing. You’re self-driven with a sense of urgency and draw satisfaction from going above and beyond to provide solutions. You’re an excellent communicator and have the ability to thrive in a distributed environment. Perhaps most importantly, you have a willingness to learn.\n\nTo succeed in this position, you will have:\n\n- solid understanding of HTML / CSS\n- Working knowledge of JavaScript\n- Native-level fluency in English (Are you fluent in other languages? Tell us! We love being able to support customers in their native language.)\n- Outstanding written communication and interpersonal skills\n- Boundless curiosity for our products and our customers\n- Ability to thrive in a remote environment (along with a reliable internet connection)\n\nIt’s helpful if you have:\n\n- Experience with PHP / Ruby (or other programming languages)\n- Experience with WordPress\n- Experience with Shopify / WooCommerce (or other eCommerce platforms)\n- Experience supporting SaaS products\n- Experience supporting downloadable software (especially in the LAMP stack)\n\nOur team is fully-remote and we communicate primarily through Slack, GitHub, and weekly stand-ups on Monday via Zoom (a few short meetings on Monday) — we believe the best work happens when given lots of uninterrupted time that’s free of distractions.\n\nAs a remote team, we believe that regular meet-ups are invaluable for getting to know each other better, so you should be available for 1-2 company-paid team trips per year. Curious about these trips? Check out our recap of our last team retreat (SkyTrip) to get an idea of what they’re like.\n\nThis is a full-time, salaried position, but hours are flexible. We know your work will speak for itself with thoughtful replies to customers, wiki edits, and published documentation.\n\n## Process\nQualified candidates will get an email with a few questions to answer via email. Following that, you’ll have a few 30 minute phone chats with different people on our team to learn more about you and answer any questions you have about the position and company. \n\nIf this goes well, we’ll invite you to join our team and start your 30-day Bootcamp. This is a trial period where you’ll work full-time as a contractor, or part-time on nights/weekends if you already have a full-time position. This gives you an opportunity to make sure you enjoy the work and the team, and it gives us an opportunity to evaluate your work. We’ll have regular chats each week to share feedback and make sure we’re on the same page. At the end of the 30 days, you’ll be offered a permanent position 🙂 \n\nBenefits\nHere are some benefits we're excited to offer to our team members:\n\n- Competitive salary\n- Annual incentive for meeting team and company goals\n- 25 days of paid time-off, in addition to 2 company holidays (SkyVerge Day in March, Founders Day in June 😀)\n- Medical, Dental, and Vision insurance for US and Canadian residents and their families (reimbursements for comparable care for non-US/Canadian residents)\n- 401k/RRSP Retirement plan with 4% company match for US/Canadian residents (contributions to comparable plans for non-US/Canadian residents)\n- Work from anywhere that has a reliable internet connection\n- The tools (hardware/software) you need to be productive\n- Allowance for professional growth (books, courses, conferences)\n- Home office or co-working allowance\n- A Kindle to help you keep learning\n\nWe support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things. \n\nPlease mention the words **MARINE UNLOCK CRUSH** when applying to show you read the job post completely (#RMy4xMzQuMjUzLjE2Ng==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Ecommerce, Wordpress, Customer Support, Non Tech, English, PHP, HTML, LAMP, Ruby, SaaS and Shopify jobs that are similar:\n\n $60,000 — $90,000/year\n
\n\n#Benefits\n 🤓 Vision insurance\n\n🌎 Distributed team\n\n