Technical Account Manager

This position will be supporting our team at SkyVerge, where we build products (like WooCommerce Memberships and Jilt) that help over 100k+ eCommerce brands grow and manage their businesses. Our team is 100% remote, with 35 people distributed all over the world.

We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: our Managed WooCommerce hosting platform, a suite of WordPress plugins for WooCommerce.

You’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.

What you’ll get to do…

• Assist customers by troubleshooting technical problems and escalating to the engineering team as needed
• Answer pre-sales questions and other feedback from customers
• Document and optimize our support process to improve customer satisfaction
• Write technical documentation and other content so customers can help themselves
• Help our product, engineering, and marketing teams identify areas where we can improve the customer experience
• Monitor social media and forums where customers may have questions or issues with our products and get them the help they need
• With 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 product & engineering teams to tackle more technical or in-depth questions that go beyond your knowledge.

Your experience should include…

• A solid understanding of HTML / CSS
• A basic knowledge of PHP, JavaScript, or another programming language
• Native-level fluency in English (Are you fluent in other languages? Tell us! We love being able to support customers in their native language.)
• Outstanding written communication and interpersonal skills
• Boundless curiosity for our products and our customers
• Ability to thrive in a remote environment (along with a reliable internet connection)

You might also have…

• Experience with WordPress
• Experience with WooCommerce (or other eCommerce platforms)
• Experience writing and maintaining documentation
• Experience supporting SaaS products
• Experience supporting downloadable software (especially in the Linux /Apache / MySQL / PHP stack)