Customer Support Part-Time

In order to be considered we will need you to write 4 sample customer support replies to the questions that can be found here: [url removed, login to view]

Reply to this project with the sample replies.

We are OneShot, a company that develops Wordpress Plugins and we want to improve the quality of customer service we provide by making an addition to our customer support team.

~20 hours/week, $30/hour, remote, flexible schedule but weekends required

Your main responsibility will be to reply to customers asking for help with WP plugins.

Currently, we often end up with a backlog on Mondays, so we need you available for about 10 hours on most weekends.

Other than that, hours are flexible. Most weeks, we’ll need you for about 20 hours total. 10 hours on the weekend and 10 whenever you want.

You’ll be working with two other reps who also have flexible schedules. Most of the time they can get all the tickets done themselves, so however much you want to work is fine. If one week you want to work 30 hours, and one week you only want to work 10 hours, that works for us.

You need to love to help others and be able to keep it friendly even when dealing with difficult customers. You need to enjoy the whole process of turning anxious, confused, or angry customers into happy ones.

You must be an excellent writer. You need to be able to write with a friendly, upbeat tone, while keeping your replies concise and easy to understand.

Your Responsibilities Will Include:

• Responding to customer support inquires

• Aggregating customer feedback and assisting us with development/product roadmap decisions

• Writing concise bug reports based on support tickets that are a result of bugs in our plugins.

• Updating our documentation to reflect changes we make to the plugins.


The only thing we care about is an ability to provide high quality customer support to our clients. Otherwise, there are no special requirements, but here are some things that are good to have:

• Experience providing customer service before – either for another company, or your own products or your own clients. Being a freelance WordPress developer counts. You don’t specifically need to have a job in support.

• Fast and hands on learner. Able to quickly become familiar with our service.

• PHP development knowledge. Ability to write PHP functions and work with arrays.

• Extensive experience with WordPress including troubleshooting, debugging, and plugin development. Expert-level WordPress knowledge.

• Familiarity with XML and CSV file formats, phpMyAdmin, debugging and troubleshooting WordPress themes and plugins via FTP, and cPanel and other web hosting control panels

• Experience with WooCommerce

• Attends WordCamps, meetups, or other industry conferences

• Experience working remotely as part of a distributed team

• Perfect English

In order to be considered we will need you to write 4 sample customer support replies to the questions that can be found here: [url removed, login to view]

Reply to this project with the sample replies.

Good Luck!

Skills: Communications, Customer Support, Public Relations, Report Writing, Technical Writing

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Project ID: #7679654

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