Customer Support Specialist

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.

WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.

NitroPack (a WP Engine Company) is a fast-growing SaaS that specializes in website performance optimization. Our platform is trusted by over 200,000 businesses worldwide. We are on a mission to make the web faster and improve user experience for all visitors.

Right now, we’re looking for an experienced Customer Support Specialist. If that sounds like you, read on.

The Customer Support Specialist position is vital to the success of our customers. We are looking for ambitious and energetic A players, excited to be in a high-learning environment and to contribute to our international growth. As NitroPack’s Customer Support specialist you will onboard, consult, and support our international customers to grow their business through site performance.

Tasks and responsibilities:

• Effectively respond to selected customer inquiries, quickly and efficiently
• Consult and onboard customers and help them become experts on how to use NitroPack effectively
• Channel critical customer feedback and requests to other company departments;
• Coordinating with both Tech and Business units to make sure NitroPack’s customers are happy with the service
• Communicating with customers through chat and email
• Provide Level 1 support to incoming queries
• Work on Rotation Shifts – 5 working days x 8 h per week, for a total of 40h per week. Includes some weekends; Typical shifts: 08:00 – 17:00 / with 1h break /, 10:00 – 19:00 / with 1h break/, 13:00 – 22:00 / with 1h break/.

Main experience and skills:

• Excellent written and spoken communication skills in English
• At least 1 year of work experience in a Customer Service role
• Ownership, positive attitude, energy, openness to feedback, comfortable with a fast-changing environment
• Bonus: Experience with Site optimization / SEO / Web development
• Being able to read and identify issues in HTML/JS/CSS
• DNS
• CDN knowledge. Good understanding of how content delivery networks work.
• Familiar with web caching systems
• Good understanding of networking basics – TCP/IP, DNS etc.

What we offer:

• Company Stock Options (Every employee is an owner in the company)
• Health Benefits (100% Paid Employee Medical, Dental, and Vision)
• Generous Vacation Time – 30 days. This includes 25 days PTO, 4 Wellness days and 1 extra day for your Birthday(Who doesn’t like time off)
• Home Office Stipend
• 180 BGN Re:Benefit monthly budget – incl. food vouchers, Multisport etc.
• Free food/soft drinks in the office
• Free lunch in the office every Thursday
• Refer-a-friend program
• Team building events in and outside the country
• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal
• Home office and flexible hours
• Free annual subscription to Calm

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law. ​