Customer Happiness Technical Specialist

Customer Happiness Technical Specialist

Our client is a media and community platform empowering over 300,000 creators to connect with their biggest fans through exclusive content and experiences. They offer diverse engagement methods, including paid and free memberships, community chats, live video, and direct sales. The core mission is to fund the creative class, a mission they lead by having facilitated over $10 billion for creators, securing over 100 million free memberships, and hosting over 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 this mission. This is a remote, full-time, salaried position available to individuals located in the United States, specifically supporting the Memberful product as an employee of the company.

About the Team

Working with the Memberful team is both fun and rewarding. It's a self-managed environment where heavy direction or daily check-ins are not the norm. Individuals are empowered to define and pursue their own goals, discovering, planning, and executing projects from inception to completion. The team values doing great work while maintaining a balanced life, fostering a friendly and thoughtful atmosphere.

Candidates should be eager to take on significant responsibility and contribute to impactful software used by real, paying customers.

About You

Our client is looking for a blend of exceptional support skills and 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 a foundational principle here; you should genuinely enjoy helping people, clearly explaining concepts, and ensuring customers feel confident and fully supported. While AI and automation are leveraged for efficiency, the heart of their support remains human-centric, thoughtful, and thorough.

This role involves troubleshooting, guiding setup, and addressing questions related to WordPress, integrations, APIs, and webhooks. When issues run deep, you'll investigate, reproduce, and collaborate closely with engineering to pinpoint the root cause.

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, human way.
• Stay calm under pressure and can prioritize effectively.
• Know your way around WordPress (themes, plugins, caching layers, hosting quirks, etc.).
• Are comfortable working with APIs, webhooks, and third-party integrations.
• Like investigating issues, reproducing bugs, spotting patterns, and thinking like a support engineer.
• Value asynchronous communication and dedicated deep work time.
• Are U.S.-based and able to work Pacific hours or late-day EST.

Responsibilities

You will be central to delivering consistently great service to creators while handling technically complex support issues. Key responsibilities include:

• Supporting customers via the help desk with questions ranging from onboarding to advanced configuration.
• Becoming an expert on how the Memberful product integrates 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 routing them to engineering.
• Collaborating closely with the on-call engineer to handle and prioritize technical tickets efficiently.
• Updating or creating help docs, troubleshooting guides, and other educational content.
• Gathering, organizing, and communicating feature requests and customer insights to the team.
• Helping potential customers assess whether the Memberful product is the right fit for their needs.
• Helping evolve support operations by introducing automation and AI-assisted tools that make troubleshooting faster and free the team to focus on higher-value customer work.
• Improving internal processes as the team grows and the product expands.

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 empowers creators to pursue their passions and earn income from their supporters. The team is dedicated to embodying this mission and its core values daily, which include:

• Put Creators First: They are the reason for the company's existence; their success is the company's success.
• Build with Craft: Every deliverable reflects pride and quality, mirroring the creators they serve.
• Make it Happen: They are persistent, learn continuously, and deliver results.
• Win Together: They foster individual growth and achieve collective success as a team.

Our client champions diversity, equity, and inclusion, encouraging all qualified candidates to apply, even if they don't meet every single requirement, provided they align with the company's mission and values. 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.

This role is remote-eligible, exempting you from any in-office requirements. 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, potentially varying for remote employees outside specific states. Compensation and benefits may be updated as needed.

Compensation

This position offers $25.76 – $38.70 per hour and includes equity.

Key skills/competency

• Technical Support
• WordPress
• APIs
• Webhooks
• SaaS Product Support
• Troubleshooting
• Customer Service
• Integrations
• Written Communication
• Creator Economy