Customer Service Associate - Full-Time

About Codeable

Codeable connects a community of elite WordPress development experts from around the world with businesses that need a WordPress site built, developed, maintained, fixed or optimized. We're the only WordPress-exclusive services platform and community, with over 750 freelance developers and teams, delivering projects of all sizes to clients globally.

Our mission is to build the most vibrant WordPress developer services community and to create a better way of working for all parties in the WordPress ecosystem when it comes to WordPress websites, whether that's for developers, clients, or partners.

What you’ll be doing…..

As a part of this team, you will work closely with clients, experts, and internal teams to provide an exceptional experience for new client prospects, to help convert them to clients so that they become long-term users of Codeable

As a member of our diverse team, you’ll be….

• Qualifying leads and directing them to publish projects
• Assisting clients with the creation of new projects
• Educating clients and experts on Codeable processes
• Leaving holding messages for experts/clients
• Assessing and verifying incoming leads
• Liaising with all users in platform ( clients / experts)
• Triaging and routing expert feedback submissions to the appropriate departments
• Managing internal administrative programs and documenting processes
• Participate in weekly team meetings

Requirements

We seek someone to fill a full-time position who has the following qualities:

We’re ideally looking for an individual that has a basic working understanding of WordPress. You will be required to qualify leads, assist with the creation of new projects, and service both customer and contractor inquiries. Since our company services clients and contractors operating inside the WordPress ecosystem, we ideally would like our candidate to have significant experience with the WordPress platform.

• Basic knowledge of WordPress (familiarity with the surrounding WP ecosystem is a plus)
• Experience in client-facing roles (support, sales, account management, etc.)
• Can work America’s Morning Shift (Within the range of 2 pm-10 pm UTC +0)
• Ability to work weekends
• Must have excellent English communication skills written and verbal
• Freelance/client management experience is a plus
• Prior experience with Intercom is a plus

Location

Remote (Codeable is a fully distributed org with 20+ full-time team members), but this specific role is for someone in the America time zones.

How we work:

• We are a fully distributed team, so we use a combination of Slack, Google, internal blogs and online meetings to communicate and collaborate; frequent and clear written communication is a must.
• We default to trust and care about the work you produce, not just the hours you put in.
• We expect you to work well in a culturally diverse setting since our internal team is from all around the world, and our experts and clients span every continent (except Antarctica).
• Being a small team, we expect individuals to show initiative and not be afraid to take on new challenges and roles.

How the selection process works:

• All candidates go through an initial resume screening process.
• If we find we’re a good fit, we’ll send you a couple of sample WordPress-related questions and a couple of client-related situations to respond to within 48 hours to gauge how well you deal with some scenarios you’ll handle on a daily basis.
• If we’re happy with the outcome of your work, we will invite all shortlisted candidates for an online interview with our Head of Support. The goal of this interview is to get to know each other better, talk about your experience with WordPress and client-facing roles.
• We may invite you to a second interview if it's needed. The goal of this interview is to discuss your work and give you the opportunity to walk us through your problem-solving process and supply you with another set of questions that will test your prioritization and communication skills.
• After the second interview, we will be reaching out with a job offer to the successful individual

Equal Opportunity Statement

Codeable is an equal-opportunity organization that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, regional, or local laws.

This policy applies to all practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Codeable makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

Legal

• Your data will not be commercially shared with, or used by, any third parties.
• Codeable will manage your data in JazzHR, the tool we use to manage the application process.
• We are Codeable ApS, a company registered in Denmark
• Please review our Privacy Policy for any additional details
• Codeable will only use your data applicant in relation to your inquiry to become a Customer Service Associate