Support Engineer (WordPress)

Location: Cebu, Philippines; hybrid work arrangement with designated onsite and work-from-home days; must be willing to work onsite and on a shifting schedule.

Company

hirify.global provides online platforms, performance solutions, AI-powered products, and human support for small businesses, including Bluehost and Yoast products for WordPress and Shopify.

What you will do

• Answer customer questions through chat and email and ensure support requests are handled in a timely and helpful manner.
• Provide technical and product support for Yoast across WordPress and Shopify, including guidance on product use.
• Handle administrative questions related to payments and other customer inquiries.
• Identify relevant opportunities to upsell or cross-sell products and services that match customer needs.
• Support customers through live chat and switch to email or video support when needed.

Requirements

• At least 2 years of customer service experience and strong hands-on experience with WordPress.
• Proficiency in English for verbal communication and written expression.
• Willingness to work onsite and on a shifting schedule.
• Proven experience providing excellent customer service and technical support.
• Comfort handling customer inquiries through live chat, email, and video support.
• Ability to ask colleagues for help through Slack when needed.

Nice to have

• Experience supporting customers on Shopify or hands-on experience with the Shopify platform.
• Prior sales experience.
• Experience with other CMSs, including TYPO3, Joomla, Wix, and similar content management tools.
• Familiarity with Jira, Confluence, Help Scout, or similar platforms.

Culture & Benefits

• Hybrid work arrangement with designated onsite and work-from-home days.
• Work-life balance focus.
• Diversity, inclusion, and belonging programs, with learning and development opportunities.
• More than 20 affinity groups for networking and connection across hirify.global.
• Competitive HMO benefits with a 200k MBL and two free dependents upon regularization, plus a punctuality bonus and generous vacation policy.
• Mentoring, exposure to different areas of the business, new challenges, and career growth opportunities.