Customer Happiness Technical Specialist

Customer Happiness Technical Specialist

Our client operates a leading media and community platform where over 300,000 creators connect with their biggest fans, offering exclusive content and experiences. This innovative platform empowers creators with diverse engagement tools, including paid and free memberships, community chats, live video, and direct sales. The core mission is to fund the creative class, a goal they've significantly advanced with over $10 billion generated by creators, 100 million free memberships, and 25 million paid memberships on the platform.

The company is committed to enhancing its creator platform and is actively seeking a Customer Happiness Technical Specialist to bolster its mission. This is a remote, full-time, salaried position open to candidates based in the United States, specifically supporting the Memberful product. The individual will be a direct employee of Memberful.

About the Team at Memberful

Working with the Memberful team is both enjoyable and productive. They foster a self-managed environment, meaning heavy direction or daily check-ins are not the norm. Team members are empowered to define their goals, execute their plans, and see projects through from start to finish. The team values doing great work while supporting a balanced life, embracing remote work, and cultivating a friendly, thoughtful atmosphere.

Memberful seeks individuals who are eager to take on significant responsibility and contribute to impactful software development for real, paying customers.

About You

Memberful is looking for a professional who can seamlessly blend exceptional customer support with strong technical acumen. Given the unique setup of each customer, you'll need sound judgment to grasp their objectives and guide them through the platform's flexible features.

World-class support is a foundational principle here. You should genuinely enjoy helping people, clearly explaining complex information, and ensuring customers feel confident and fully supported. While AI and automation are utilized to enhance efficiency, the essence of Memberful's support is human: steady, thoughtful, and dedicated to thorough investigation.

Your role will involve troubleshooting issues, facilitating setup, and addressing questions related to WordPress, integrations, APIs, and webhooks. For deeper technical challenges, you'll investigate, reproduce, and collaborate closely with engineering to pinpoint root causes.

You will thrive in this role if you:

• Communicate clearly, empathetically, and with a strong problem-solving orientation.
• Are resourceful, autonomous, and possess natural curiosity, taking initiative without constant oversight.
• Enjoy assisting others and can simplify technical concepts for non-technical audiences.
• Maintain composure under pressure and prioritize tasks effectively.
• Are proficient with WordPress, including themes, plugins, caching layers, and hosting environments.
• Are comfortable working with APIs, webhooks, and various third-party integrations.
• Enjoy investigating issues, reproducing bugs, identifying patterns, and approaching challenges like a support engineer.
• Value asynchronous communication and dedicated deep work time.
• Are based in the U.S. and can align with Pacific hours or late-day EST.

Responsibilities

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

• Providing customer support via the help desk for inquiries ranging from onboarding to advanced configuration.
• Becoming an expert on how Memberful integrates with WordPress and tools like Mailchimp, Discord, Zapier, and other third-party services.
• Troubleshooting API, webhook, and integration-related problems.
• Reproducing and diagnosing technical issues before escalating them to engineering.
• Collaborating closely with the on-call engineer to efficiently manage and prioritize technical tickets.
• Updating or creating help documentation, troubleshooting guides, and other educational content.
• Collecting, organizing, and communicating feature requests and customer insights to the product team.
• Assisting potential customers in evaluating whether Memberful meets their specific needs.
• Contributing to the evolution of support operations by implementing automation and AI-assisted tools to streamline troubleshooting and enable the team to focus on higher-value customer interactions.
• Improving internal processes as the team expands and the product evolves.

Required Qualifications

• Experience providing technical support for a SaaS product.
• Strong expertise with WordPress (configuration, troubleshooting, common plugin conflicts, hosting environments).
• Proven ability to explain complex technical concepts in an understandable way to non-technical users.
• Excellent written communication skills.
• Located in the United States.
• Availability to work Pacific hours or late-day EST.

Preferred Qualifications

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

Additional Information

Memberful is dedicated to empowering creators and fostering a culture where core values like 'Put Creators First', 'Build with Craft', 'Make it Happen', and 'Win Together' are lived daily. The company champions diversity, equity, and inclusion, encouraging all qualified candidates to apply. They offer equal employment opportunities and a competitive compensation package including salary, equity, healthcare, flexible time off, parental leave, learning stipends, and a 401(k) with matching.

While the company operates a hybrid model for in-office roles, this Customer Happiness Technical Specialist position is remote-eligible. Compensation is transparent, with salary ranges provided, and final pay is determined by role level, experience, skills, and geographic location.

Key skills/competency

• WordPress
• API Integration
• Technical Troubleshooting
• Customer Support
• SaaS Support
• Webhook Management
• Help Desk Operations
• Asynchronous Communication
• Problem Solving
• Documentation