As a Product Support Specialist, you will introduce customers to the possibilities of the open web. In this role, you'll teach, instruct, and solve technical problems to help customers achieve their publishing and commerce goals while advocating for them internally to help build better tools and products that serve their ever-changing needs.
Beyond customer support, you’ll help elevate our entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls.
Our ideal hire has built a career in customer service and is genuinely motivated by having meaningful, substantive conversations with customers every single day. We’re looking for ambitious, motivated people who want to create a world-class experience every time our customers use our products.
What Makes You a Great Fit:
WordPress & WooCommerce experience: You’re not just a casual user. You’ve rolled up your sleeves and spent significant time under the hood of WordPress and WooCommerce. Whether you’ve managed complex sites or tackled tricky customizations, you know your way around the dashboard and beyond.
Customer Support Experience: You have a proven track record in technical support or customer success. You don't just "handle" high-volume queues—you thrive in them. You’re motivated by the win of a solved problem and a happy customer.
Initiative: We love builders. You’re the person who sees a broken process and fixes it without being asked. Whether you’ve boosted retention or streamlined a workflow, we want to see the tangible impact you’ve made in your previous roles.
Exceptional Communication: You can talk shop with developers and simplify the "tech-speak" for a first-time blogger. Your English is top-tier, and you have a knack for building trust through every chat and email. (Bonus points if you’re multilingual!)
Self-starter mentality: You’re a self-starter who doesn't need a roadmap to find the destination. You’re disciplined, you own your deadlines, and you’re comfortable steering your own ship in a fully remote environment.
Unique expertise: Are you a troubleshooting wizard? An eCommerce guru? A leadership natural? We celebrate diverse backgrounds and want to know exactly what unique expertise you’re bringing to the table.
Skills Required
- Hands-on WordPress and WooCommerce experience
- Proven technical support or customer success experience (high-volume queues)
- Strong troubleshooting and technical problem-solving skills
- Exceptional written and verbal English communication
- Self-starter mentality; can work independently and own deadlines
- Demonstrated initiative (process improvements, retention improvements, etc.)
- Ability to work on-site in the Dominican Republic
- Multilingual ability
- Experience with onboarding calls or piloting customer services
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
