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 biggest fans through exclusive content and experiences. They facilitate lasting businesses for creators via paid memberships, free memberships, community chats, live video, and direct sales. Their core mission is simple: to fund the creative class.

They have successfully generated over $10 billion for creators since inception, boast over 100 million free memberships, and currently support over 25 million paid memberships. With significant investment in building the best creator platform and team, they are actively seeking a Customer Happiness Technical Specialist to advance their mission.

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

About the Team

Working with the Memberful team is described as fun, rewarding, and highly productive. It's a self-managed environment where heavy direction or daily check-ins are not required. Team members are empowered to define their own goals, execute them, and see projects through from discovery to completion. The team values doing great work, a balanced life, remote collaboration, and friendly, thoughtful interactions.

They seek individuals who are ambitious and eager to embrace significant responsibility, contributing to useful software for real paying customers.

About You

Our client is looking for a Customer Happiness Technical Specialist who excels at blending exceptional customer support with strong technical acumen. Given the diverse nature of customer setups, you will need sound judgment to understand user goals and guide them through the platform's flexible features.

World-class support is a core principle. You should genuinely enjoy helping people, explaining complex concepts clearly, and ensuring customers feel confident. While leveraging AI and automation, the team's support remains fundamentally human: steady, thoughtful, and deeply investigative.

Your responsibilities will include troubleshooting, guiding setup, and resolving issues related to WordPress, various integrations, APIs, and webhooks. For deeper technical challenges, you will investigate, reproduce, and collaborate closely with engineering to identify root causes.

You will thrive in this role if you:

• Communicate clearly, empathetically, and with a problem-solving mindset.
• Are resourceful, autonomous, and naturally curious, taking initiative without needing constant direction.
• Enjoy helping others and can explain technical concepts in an approachable, human way.
• Stay calm under pressure and effectively prioritize tasks.
• Possess strong knowledge of WordPress (themes, plugins, caching, hosting environments).
• Are comfortable working with APIs, webhooks, and third-party integrations.
• Enjoy investigating issues, reproducing bugs, identifying patterns, and approaching problems 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

As a Customer Happiness Technical Specialist, you will be crucial in delivering consistent, high-quality service while managing technically complex support issues. Key responsibilities include:

• Providing customer support via the help desk, addressing questions from onboarding to advanced configuration.
• Becoming an expert on Memberful's integrations with WordPress and tools such as 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.
• Gathering, organizing, and communicating feature requests and customer insights to the 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 focus on high-value customer interactions.
• Improving internal processes as the team and product continue to grow.

Required Qualifications

• Demonstrated experience supporting a SaaS product in a technical capacity.
• Strong proficiency with WordPress (configuration, troubleshooting, common plugin conflicts, hosting environments).
• Ability to translate complex technical concepts into easily understandable terms for non-technical users.
• Exceptional written communication skills.
• Located within 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, particularly in asynchronous environments.

Additional Information

Our client is passionate about empowering creators and fostering a culture aligned with their core values:

• Put Creators First: They exist for creators; their success is the company's success.
• Build with Craft: Every deliverable reflects quality and ownership.
• Make it Happen: Persistence, learning, and delivery are key.
• Win Together: Individual growth contributes to team success.

The company is committed to diversity, equity, and inclusion, encouraging all qualified candidates to apply. 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.

While the company operates a hybrid model for some roles, this Customer Happiness Technical Specialist position is remote-eligible. Compensation is fair and transparent, with salary ranges disclosed in compliance with pay transparency laws. Final pay is determined by factors like role level, experience, skills, and geographic location, and may vary for remote employees outside specific states. Compensation and benefits may be updated as needed.

Key skills/competency

• Technical Support
• WordPress
• SaaS
• API Integration
• Troubleshooting
• Customer Service
• Written Communication
• Problem Solving
• Asynchronous Communication
• Webhooks