Customer Experience & Technical Support, Automattic Inc

Provided around-the-clock support for WordPress web & mobile app users by finding solutions to customer requests, onboarding new customers, and introducing them to Automattic’s products, including WordPress.com, Jetpack, WooCommerce, WordAds, and MailPoet.

Focused on the EMEA region with the responsibility of taking customer support cases based on shifts.

Troubleshooted and investigated complex technical problems that are critical to the success of our customers, and created bug reports and feature requests by collecting users’ feedback.

Collaborated closely with the Business Operations, Marketing, Design, Engineering and Product teams to combine ideas and implement new features and improvements to the existing products. 

Enriched documentation about problem solving, project management, customer education, onboarding and technical support materials.

Assisted 150+ WordPress web & mobile app users via live chat, forums, and email each week.

Empowered our customers by identifying and helping resolve challenges they face when using our products, bringing personal average customer satisfaction rate up to 83%.

Advised our customers about our solutions that best fit their requirements and business goals, resulting in the personal monthly quality sales offer rate of 35%, as well as complying with the monthly sales goal of $2,400 in cash revenue.

Participated in the development of the Customer Churn project that helped to reduce churn for annual site hosting subscriptions by 14%.

Helped give feedback, testing, and implementation of the LaunchPad project which helped to increase the launching of new customer websites by 12%.

Was part of the Email Team that focused on supporting and improving the company's email subscription products. Advocated on the employees' internal education to help decrease the customer's request response time by 11%.

Mentored 20+ new employees on how to work for a fully remote company successfully across full-time technical and part-time customer support positions.

Was part of the Product Ambassador team where I helped connect customer feedback with Developer and Product teams to implement improvements and new features to Automattic’s products.