WordPress Customer Service Representative

Scale Army
Cairo, Buenos Aires, Addis Ababa, Cape Town, Abuja
Workplace: RemoteContractUSD 1,500 - 1,860 monthlyFunction: Customer Support (Service Desk)Skills: ["Written communication","Empathy","Problem-solving","Independence","Technical curiosity"]

Serve as first-touch support for clients’ WordPress and technical inquiries, responding to tickets within 24 hours via FreeScout. Provide Level 1 troubleshooting by diagnosing issues in WordPress back-end environments and assisting with tools like Google Search Console. When problems exceed Level 1 scope, escalate to technical specialists using ActiveCollab and follow up to ensure resolution and client satisfaction through clear, empathetic English communication.

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FursaFursa
Scale Army
Scale Army
1 hour ago

WordPress Customer Service Representative

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Last checked: 1 hour agoStatus: Live

Job Summary

Serve as first-touch support for clients’ WordPress and technical inquiries, responding to tickets within 24 hours via FreeScout. Provide Level 1 troubleshooting by diagnosing issues in WordPress back-end environments and assisting with tools like Google Search Console. When problems exceed Level 1 scope, escalate to technical specialists using ActiveCollab and follow up to ensure resolution and client satisfaction through clear, empathetic English communication.
Location: Cairo, Buenos Aires, Addis Ababa, Cape Town, Abuja
Workplace: Remote
Employment Type: Contract
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to customer support tickets within 24 hours via FreeScout as the first point of contact.
  • •Provide Level 1 troubleshooting by diagnosing basic issues in WordPress back-end environments.
  • •Troubleshoot WordPress issues and problems related to Google platform tools (e.g., Google Search Console).
  • •Escalate issues beyond Level 1 scope to technical specialists via ActiveCollab and collaborate to resolve before closing tickets.
  • •Manage multiple tickets while maintaining professional, empathetic client communication and follow up on escalated cases.

Pay and Benefits

Salary: USD 1,500 - 1,860 monthly

Key Requirements

  • •Level 1 IT or service desk support experience, or equivalent customer service background.
  • •Helpdesk or customer support experience preferred.
  • •Experience with WordPress website management preferred.
  • •Familiarity with ticketing systems or project management tools preferred.
  • •Basic WordPress understanding (or strong ability to learn quickly) and strong written English communication.
Experience:Customer supportHelpdeskService deskWordPress support
Skills:Written communicationEmpathyProblem-solvingIndependenceTechnical curiosity
Languages:English
Tech Stack:WordPressFreeScoutActiveCollabGoogle Search Console

Company Brief

Scale Army
Scale Army is a growth marketing agency that helps startups and SMBs scale through performance marketing, paid media, and data-driven customer acquisition strategies tailored to drive revenue and growth.
Industry: Professional Services
Company Size: Small (11 to 50 employees)
Growth: Established Company
Funding: Bootstrapped
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