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πŸ‡ͺπŸ‡Ί EU-only
πŸ’° $35k - $45k

customer support







This job post is closed and the position is probably filled. Please do not apply.
Hey there πŸ‘‹ \n\nWe are **SomewhereWarm** β€” a tiny, support-driven software team behind some of the most sought-after WooCommerce plugins in existence. \n\nWhat drives us? Helping new entrepreneurs see their ideas grow and succeed with WooCommerce. What unites us? The courage to measure success not only through numbers; but through our capacity to learn, grow, and re-invent ourselves.\n\nWe know what it takes to write great software, and take pride in how our [customers talk about our work]( But there is still a lot to build and learn β€” and we need your help to make it happen.\n\nAre you comfortable hopping across the human and technical side of software? Can you recognize a product-minded Support team when you see it? If yes, you're in luck: We are looking for a Customer Support Engineer to join our happy, calm crew!\n\n\n**THE JOB**\n\nAs a Support Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience to our customers. You will:\n\n* Help WooCommerce merchants succeed with our software using HelpScout.\n* Walk the fine line between user β€œwants” and needs, keeping an eye out for trends and valuable product insights.\n* Use critical thinking to identify and investigate bottlenecks and bugs.\n* Validate new features and fixes, and suggest improvements.\n\nYour [role]( will often require you to solve tricky riddles that go far beyond basic troubleshooting: To succeed, you will need:\n\n* some hands-on experience with front-end development; combined with \n* a deep understanding of what it takes to build trust and empathize in writing. \n\nOn your first few weeks with us, your new teammates will guide you through a training plan that has been designed to help you get up to speed with our products and operating procedures. In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:\n\n* Learn more about front-end development and testing.\n* Help us refine our customer-driven culture.\n\n\n**YOU**\n\nWe are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:\n\n* possess native-level fluency in written English;\n* understand how to build trust through clarity and empathy in writing; and\n* are comfortable with written, asynchronous communication and self-directed work.\n\nOn a technical level, you:\n\n* understand how the web works and are comfortable with its core technologies;\n* have some professional front-end development experience; and\n* are not intimidated by your browser’s Developer Tools.\n\nBonus points if you have:\n\n* previously supported a software product;\n* worked with WordPress and WooCommerce.\n\n\n**SOMEWHEREWARM**\n\nAt SomewhereWarm, we support a life well-lived, at work and away from it. We value autonomy and trust, and are passionate advocates of remote work. If you like the idea of joining a team to work and grow with, and not for, then [Ilia, Jason, Maria, Chris and Manos]( would love to hear from you!\n\nWe offer:\n\n* a flexible leave policy (paid up to 4 weeks/year);\n* your own learning and development fund;\n* top-of-the-line Apple hardware;\n* a calm atmosphere and laid back attitude that encourages you to do β€” and to be β€” your best;\n* the freedom to work from: a) home, b) your favorite coffee shop, c) a sunny beach, or d) our awesome office space in Athens, Greece.\n\n\n**A DAY AT WORK**\n\nWondering what it’s like to work with us? Here’s how a day in your new life might be:\n\n* 09:30 AM β€” You wake up at home and grab a coffee or snack.\n* 10:10 AM β€” You review your e-mail, check Slack for new messages from the rest of the team, and then join everyone for the team’s virtual stand-up.\n* 10:20 AM β€” After getting looped in on the team’s status, you open HelpScout and scan new tickets for issues or questions that might need immediate action. Then, you continue working on tickets that you handled during the previous day.\n* 11:00 AM β€” For the next couple hours, you help WooCommerce store owners and developers get the most out of our products. From assisting with new setups to solving complex technical riddles, there’s always a new challenge to overcome, every day!\n* 13:00 PM β€” A teammate has written a small CSS customization for a customer and needs a sanity check from you! You review the request and the snippet together, and then share it with the customer.\n* 13:30 PM β€” A bugfix that you’ve been waiting for is ready! First, you confirm that automated tests are passing. Then, you build a patched, pre-release version of the plugin and share it with the customer.\n* 14:00 PM β€” The support queue is cleared, so you decide to take a break for a couple hours and do some more work later. Before logging off, you quickly write a note about a feature request you’d like to discuss at the team’s product hangout.\n\nLater, you grab your laptop again to work on a few more tickets β€” or perhaps you dust off your writing skills to help the team ship a major release: You review/update documentation, or write about a new feature in our blog.\n\nSounds interesting? Apply! \n\n#Salary and compensation\n$35,000 — $45,000/year\n\n\n#Location\nπŸ‡ͺπŸ‡Ί EU-only

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# How do you apply?\n\n This job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.
This job post is closed and the position is probably filled. Please do not apply.
We are looking for a WooCommerce Support Engineer to become our driving force of happiness! As a Support Engineer at SomewhereWarm, you will be:\n\n* providing an amazing support experience to our customers, while keeping an eye out for valuable feedback,\n* sharing knowledge and collaborating with our partners using your excellent written communication skills,\n* investigating issues, writing detailed bug reports, tracking down bugs and contributing fixes to code,\n* reviewing and writing great support documentation that balances the expectations and needs of all agents involved in building, using and supporting our products,\n* following a schedule that suits you and working from wherever you like.\n\nYour role will often require you to solve tricky riddles that go well beyond basic troubleshooting and require a solid technical understanding of PHP, WordPress, WooCommerce and sometimes JavaScript/jQuery. You will also need good working knowledge of the Apache/Nginx & Linux server environment and must be adept at spinning up development/test sites.\n\nIn addition to your support duties, you will be encouraged to:\n\n* contribute to product development by helping prioritize new features and writing or reviewing code,\n* suggest and implement new testing methodologies and tools,\n* invest time in learning new technologies and advancing your development skills.\n\nYou will be starting as a part-time WooCommerce Support Engineer, collaborating with: i) the full stack developer behind SomewhereWarm, ii) a globally distributed team of engineers from partner companies responsible for some of the most popular WooCommerce extensions, and iii) the team behind WooCommerce.\n\n### You\n* possess excellent written communication skills and a natural talent for bending language to your will,\n* love autonomy and are comfortable with self-directed work,\n* are patient and aware of your strengths and weaknesses,\n* are keen to observe and listen, but also eager to share experiences and expertise,\n* value self-improvement above self-promotion,\n* strive to acquire new skills and knowledge and always finish what you start,\n* have an analytical mind and a knack for breaking down huge tasks into tiny, manageable chunks.\n\nOn a technical level, you:\n\n* have extensive hands-on experience with WordPress and WooCommerce,\n* have basic working knowledge of HTML, CSS, PHP and WordPress/WooCommerce and a strong desire to learn more,\n* have written or customized WordPress/WooCommerce plugins or themes in a previous role,\n* are comfortable with git and GitHub.\n\nIdeally, you:\n\n* have a university degree in computer science or engineering,\n* are experienced in providing technical support,\n* have solid WordPress or WooCommerce development skills. \n\n### SomewhereWarm\nSomewhereWarm loves the warm, bright side of e-commerce – where any idea can come to life, grow and have the impact it deserves. This is why we live and breathe WooCommerce!\n\nWe are dedicated to contributing to WooCommerce and take pride in having built some of the most sought-after extensions in the entire WooCommerce ecosystem. Our software powers thousands of websites: So far we’ve built Product Bundles, Composite Products, and a few smaller plugins, such as Conditional Shipping and Payments and Subscribe All the Things – a forward-looking mini-extension for WooCommerce Subscriptions.\n\nSomewhereWarm welcomes, supports and rewards autonomy and entrepreneurship. We know that genuinely self-driven individuals will produce their best results when left alone to shine. For us, working from anywhere you like and choosing when to start your day is the only way to ensure an efficient, healthy working environment.\n\nWe offer:\n\n* a great salary, with bonuses proportional to your impact,\n* medical insurance, depending on your country of residence,\n* a flexible leave policy,\n* your own learning and development fund,\n* a yearly hardware allowance,\n* the freedom to work from your home, a sunny beachfront, or our tiny HQ in Athens, Greece.\n\n### The Process\n\n1. Send an email to **[email protected]**, and tell us what makes you a good fit for this position.\n2. We will contact you within two weeks. Shortlisted candidates will be invited to have an informal text-chat interview via Slack soon after that.\n3. As a follow-up, we will invite you to a short video interview.\n4. You will be selected to take part in a brief trial based on your overall presence and application.\n5. We will make a final decision and discuss the results with you!\n\nSome things we'd love to know about you when you apply:\n\n* Why do you want to work with us?\n* Have you done any technical support before? What did you like and what did you dislike about it?\n* What is your most and least favorite thing about WordPress? About WooCommerce?\n* A store owner reports an issue. What are the first troubleshooting steps you take?\n* Have you built something that you are proud of and that you'd like to share?\n* Where did you hear about this job?\n\nNo recruiters or agencies, please!

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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.