WordPress Customer Support

My Experience Working as a WordPress Customer Support Specialist

Working in a WordPress customer support role is challenging and exciting at the same time.

The satisfaction you get after helping out frustrated users with their technical issues is beyond explaining.

Note: I’m not going to mention the company name I worked for as a WordPress customer support agent.

I just want to share my experience working as a WordPress customer support specialist. What challenges did I face along the way, and what did I learn.

Before I begin telling you about my experience working as a WordPress customer service specialist,  I think I better give you some information about my background.

I have been blogging for around 8 years (give or take).

I started my first blog on Blogspot like many others.

Soon I noticed that BlogSpot is an amazing platform but it limits me from customizing the layout, design, and site functionality according to my needs.

Blogspot to WordPress transfer

I decided it was time to move to another CMS (Content Management System) where I have more flexibility to customize.

Upon a quick Google search, I found out about this open-source CMS WordPress.

WordPress is far more customizable than Blogspot or any alternative.

I asked my brother to give me a subdomain. He had a domain but it was in his use. He assigned me a subdomain and let me host my site on his hosting server.

Back then, moving a website to WordPress wasn’t an easy feat. Hence, I learned how WordPress works and how to move from Blogspot to WordPress.

Then I designed the site design and made it functional according to my needs. I was not running any ads or selling anything. It was a free web tech tutorial blog.

After that, I created many sites for me and my clients. I  started selling my services as an SEO and web developer. I helped many small business owners with WordPress website creation.

When I worked as a freelancer, I learned a lot. I used platforms like Fiverr, Upwork, Elance, and Freelancer.com.

Fast forward to 2021, I was going to get married, I was working as a freelancer.

While freelancing has its own perks but it’s not a steady income. Clients come and go at their own will.

To secure my future, I was looking for a permanent position. Hence, I sent out a few emails and applied for WordPress jobs.

Applying on customer support jobs

Within a month I received a response from a well-known WordPress SEO plugin company. They were hunting for a customer support agent to help out their customers.

They asked a few questions via email then they scheduled an interview over Slack. The interview went well.

I got the job but I had very limited knowledge about customer support. This company trained me for over two weeks and let me read their plugin documentation.

I worked really hard because I wanted to get this job. During my trial, I learned a lot about how to handle customer queries, comfort displeased customers, WordPress debugging, identify conflicts between themes or plugins.

My trial ended after two weeks and they offered me a position.

It was a 48 hours/week job, and the pay was way below the market’s average.

Not very ideal salary but I learned a lot by answering WordPress-related queries for their customers.

I was working very hard (48 hours every week), and during this time I had to also plan my upcoming wedding, buy clothes, and fix venues. Hence, I got sick after a while. I asked for a one-day sick leave (they offer 12 sick days per annum) and they agreed.

When I logged on to my Slack the next working day, I received a message from HR, he was asking me why didn’t I add a medical certificate along with the leave application. I said, “You never asked for it, nor does your company’s Employee Policy dictate this clause”.

He didn’t even answer my question and I continued working for a few hours.

After that, I received a notification that I have been logged out from their support forum, I kept trying to login but I didn’t get access. I was confused and wanted to let HR know about this issue.

When I looked at my Slack, I was also removed from their Slack Channel.

I sent HR an email to ask whether they were experiencing any technical issues with the site, and they told me after two days that my contract with the company got terminated because of non-compliance to punctuality.

It was bit of a shock to me but I had no choice, I had to move on.

Since then I began my job hunt. I applied for jobs anywhere I could find.

Recently I applied for a gig related to WordPress customer support on Upwork. I sent a proposal and got hired. This is a much smaller company than I was working for but we are working on good terms.

This is a customer support role but is a more open role and we don’t have any contract yet signed between us. It could be a long-term opportunity or it could be one of those temporary jobs people post on Upwork, it’s hard to say for sure but only time can tell.

Remote jobs in WordPress Support

A lot of the customer support jobs that I came in contact with are mostly working from home complete remote jobs.

Some people find remote jobs comfortable and for some it is an annoyance working on their own, tracking time, and limited to no physical communication.

Most companies encourage their employees to use Slack, Zoom, and other online collaboration tools. However, some people just find remote work too intimidating.

I find remote jobs quite comfortable. I think tech companies should offer more remote work opportunities.

In an interview with The Verge, Mark Zuckerberg talks about how Facebook’s shift to remote work has a positive impact on employees’ productivity.

Remote work quote from Mark Zuckerberg

Do I like Working as a WordPress customer Support specialist?

Yes, I love to help out people and I find troubleshooting fun.

However, I think this job is not suitable for everyone.

Let me explain with an example. when I was working for this company, they added a new feature to the plugin, it was a bit confusing for their existing customers.

There were a lot of open tickets and customers were asking various questions regarding the new feature.

That week, customer support agents had to extend their shift for a few extra hours to handle all the customer queries.

So on top of 48 hours shift, we have to sit a few extra hours and I’m not going to lie, it was very hectic.

I learned a lot and I am very grateful to that company to give me this opportunity. I am now on the lookout for another permanent WordPress customer support position and I think this is something that I enjoy very much.

If you're interested in working with me, get in touch.