Customer Happiness Technical Specialist

About Our Client

Our client is a leading media and community platform empowering over 300,000 creators to connect with their fans through exclusive content and experiences. They offer diverse engagement methods, including paid and free memberships, community chats, live video, and direct sales, all aimed at funding the creative class.

The organization has a significant impact, with over $10 billion generated by creators, over 100 million free memberships, and more than 25 million paid memberships. They are committed to building the best creator platform with a top-tier team in the creator economy, and are seeking a Customer Happiness Technical Specialist to advance this mission.

This is a remote, full-time, salaried position available to candidates in the United States. The role specifically supports the Memberful product, and the successful candidate will be an employee of the company.

About the Team

The Memberful team thrives on enthusiasm and productivity in a self-managed environment. Heavy direction or daily check-ins are not required, encouraging individuals to define and execute their own goals. This involves discovering, planning, and seeing projects through from inception to completion. The team values doing great work, a healthy work-life balance, remote collaboration, and friendly, thoughtful interactions. They seek individuals eager to take on significant responsibility and contribute to useful software for real paying customers.

About You

The ideal Customer Happiness Technical Specialist combines exceptional support skills with strong technical intuition. Given the unique setup of each customer, you'll need sound judgment to understand their objectives and guide them through the platform's flexible features.

World-class support is central to the team’s ethos. You should genuinely enjoy helping people, explaining complex concepts clearly, and ensuring customers feel confident. While AI and automation are utilized, human interaction, thoughtful problem-solving, and a willingness to dig deep remain paramount.

This role involves extensive troubleshooting, setup guidance, and addressing inquiries related to WordPress, integrations, APIs, and webhooks. When issues are deeply technical, you will investigate, reproduce, and collaborate closely with engineering to identify root causes.

You will thrive if you:

• Communicate clearly, empathetically, and with a problem-solving mindset.
• Are resourceful, autonomous, and naturally curious, taking initiative without needing heavy direction.
• Enjoy helping others and explaining technical concepts in an approachable way.
• Remain calm under pressure and prioritize tasks effectively.
• Possess strong WordPress knowledge (themes, plugins, caching, hosting).
• Are comfortable with APIs, webhooks, and third-party integrations.
• Enjoy investigating issues, reproducing bugs, and thinking like a support engineer.
• Value asynchronous communication and dedicated deep work time.
• Are U.S.-based and available to work Pacific hours or late-day EST.

Responsibilities

You will play a crucial role in delivering consistently excellent service to creators, managing technically complex support issues. Key responsibilities include:

• Providing customer support via the help desk for questions ranging from onboarding to advanced configuration.
• Becoming an expert on Memberful product integrations with WordPress and tools like Mailchimp, Discord, Zapier, and other third-party services.
• Troubleshooting API, webhook, and integration issues.
• Reproducing and diagnosing technical issues before escalating to engineering.
• Collaborating with the on-call engineer for efficient handling and prioritization of technical tickets.
• Updating and creating help documentation, troubleshooting guides, and educational content.
• Gathering, organizing, and relaying feature requests and customer insights to the team.
• Assisting potential customers in evaluating whether Memberful is the right fit.
• Evolving support operations by implementing automation and AI-assisted tools to streamline troubleshooting and free up time for higher-value customer work.
• Improving internal processes as the team and product continue to grow.

Required Qualifications

• Experience supporting a SaaS product in a technical capacity.
• Strong WordPress experience (configuration, troubleshooting, common plugin conflicts, hosting environments).
• Ability to simplify technical concepts for non-technical users.
• Excellent written communication skills.
• Located in the United States.
• Available to work Pacific hours or late-day EST.

Preferred Qualifications

• Experience with Zapier, Discord bots, Mailchimp, Stripe, or similar platforms.
• Ability to read or lightly modify code (HTML, CSS, JS, PHP, or Ruby).
• Familiarity with Rails-based applications or similar deployment environments.
• Prior remote-work experience in asynchronous environments.

Additional Information

The company is driven by a mission to empower creators and fosters core values in its daily work:

• Put Creators First: Creators are the reason for existence; their success is the company’s success.
• Build with Craft: Every deliverable is a reflection of dedication, akin to the creators they serve.
• Make it Happen: A commitment to learning, persistence, and delivery.
• Win Together: Individual growth contributes to collective team success.

Our client champions diversity, equity, and inclusion, encouraging all qualified candidates to apply, even if they don’t meet every single requirement. They offer equal employment opportunities and a competitive compensation and benefits package, including salary, equity, healthcare, flexible time off, parental leave, learning stipends, and a 401(k) with matching. Compensation is fair and transparent, with salary ranges disclosed and determined by factors such as role level, experience, skills, and geographic location.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• WordPress Integration
• API Support
• Webhook Management
• SaaS Support
• Written Communication
• Problem-Solving
• Help Desk
• Creator Economy