WordPress Customer Service Representative
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 13h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 3d ago
The date the source published, not the day we noticed it (2026-09-11). Last seen at its source 2h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Egypt, Argentina, Ethiopia, South Africa, Nigeria
The description agrees: it names LATAM, Africa, Eastern Europe.
What the ad says
…role is open to candidates based in LATAM, Africa, and Eastern Europe…
Pay not stated
Similar roles pay €1,350–1,625/mo
Middle 50% of 23 listings that do state pay — Customer · all levels · EMEA · EUR/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
ashby employer's own board first seen 3d ago · last seen 2h ago
The listing
This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.
Our client is seeking a dedicated Customer Service Representative to serve as the first-touch support specialist for their clients’ WordPress and technical needs. The team is focused on delivering empathetic, efficient service while ensuring technical issues are properly diagnosed and escalated when necessary. This role is an opportunity to grow within a supportive environment that values development, technical curiosity, and client success.
Location
Fully remote | 9 AM – 5 PM CST
Role Overview
The WordPress Helpdesk Customer Service Representative will serve as the primary point of contact for client WordPress and technical support inquiries. This role focuses on providing Level 1 troubleshooting, maintaining clear and empathetic communication, and escalating more complex issues to technical specialists when appropriate.
Key Responsibilities
First-Touch Support
Respond to customer support tickets within 24 hours via the FreeScout ticketing system.
Serve as the initial point of contact for WordPress and technical support inquiries.
Technical Troubleshooting & Diagnosis
Navigate WordPress back-end environments to diagnose basic issues and provide Level 1 support solutions.
Identify and troubleshoot problems related to WordPress and Google platform tools (e.g., Google Search Console).
Apply structured problem-solving to assess issue scope and impact.
Escalation & Quality Assurance
Recognize when issues exceed Level 1 scope and escalate appropriately to technical specialists via ActiveCollab.
Collaborate with management to ensure issues are properly resolved before closing tickets.
Provide follow-up on escalated tickets to ensure client satisfaction.
Client Communication & Relationship Management
Maintain professional, empathetic communication with clients of varying technical proficiency levels.
Manage multiple tickets simultaneously while ensuring timely and accurate updates.
Qualifications
Experience
Level 1 IT or Service Desk support experience, or equivalent customer service background.
Previous helpdesk or customer support experience preferred.
Experience with WordPress website management preferred.
Exposure to ticketing systems or project management tools preferred.
Skills
Basic understanding of WordPress navigation and functionality, or strong ability to learn quickly.
Familiarity with Google platform tools (e.g., Google Search Console).
Strong written communication skills in English (written communication prioritized).
Problem-solving mindset with interest in developing Level 2 technical capabilities.
High empathy and patience when supporting clients with different technical skill levels.
Ability to work independently and manage multiple tickets simultaneously.
Proactive attitude, technical curiosity, and willingness to learn and grow.
Full-time availability (40 hours per week).
Opportunity
This role offers the chance to strengthen technical support expertise while working in a flexible, fully remote environment. As a key first-touch support specialist, you will play a direct role in client satisfaction and service quality. The position provides hands-on experience with WordPress environments, ticketing systems, and escalation processes, within a supportive team that actively invests in your professional growth and development.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets