$60k per year: $30 per hour, 40 hours per week.

Our team is 100% remote and distributed across the world. We have team members in Australia, the US, Canada, Thailand, Germany, Argentina, South Africa, the UK, and Romania. It doesn't matter where you live or what time zone you're in.

Your main responsibility will be to reply to customers asking for help with WP All Export and WP All Import. 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. We want our support replies to be friendly, easy to understand, and concise.

Flexibility

We are a small team but we try to give everyone as much flexibility as possible. Flexibility means that you can work in the mornings, or the evenings, or both, or in the middle of the night, or whatever. It means you can take two weeks off to go on a trip. It means you can wake up and decide you don't feel like working and take the day off without telling anyone.

We aim to be as asynchronous as possible. We hate meetings, live chat, Slack, etc because it causes interruptions. You will have a list of prioritized tasks assigned to you, and we'll do our absolute best to leave you alone so that you can work on them in peace on your own time.

These do a good job describing how we work:

As a remote company, it's important to us to keep a strong line between our personal life and our work. Some places like to tell their employees they are joining a family. They have regular events unrelated to work like social chat rooms, hangouts over Zoom, etc. This is just another way for these companies to emotionally manipulate people into doing more work. You have an actual family and working with Soflyy means you can organize your work around the rest of your life, using your time as you see fit.

For most of us here, that is the primary draw. If you take a look at https://www.wpallimport.com/about/, you will notice that we have a lot of people who have worked here for many years. Our employee attrition rate is approximately zero, and we think the flexibility we offer is the primary reason.

Responsibilities

  • Responding to customer support inquiries
  • Adding to and improving our documentation
  • 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 WP All Export or WP All Import
  • Testing development versions of WP All Import and WP All Export
  • Developing add-ons for WP All Import

Requirements

The only thing we care about is the ability to provide high-quality customer support to our clients. The more of these boxes you can tick the better, in descending order of importance:

How To Apply

Send an email to [email protected]. Use ‘Hiring - Customer Support’ as the subject of your email. We would love to be able to reply to everyone, but we simply receive too many applications for that to be possible.

Your email should contain the following information, divided into sections:

1. Relevant Skills & Experience

Write a paragraph or two to introduce yourself, describe your experience with WordPress, and let us know where you found our hiring post.

If possible, describe and include links to the work that you are most proud of. Most people don't have any code samples or plugins on WordPress.org or any examples of their work, so if you do that's a quick way to stand out.

2. Writing Samples

Please send writing samples in the body of your email. No attachments. For each writing sample, please include one or two sentences to describe the assumptions you are making about the user and how that affects the information you are providing to them. The easiest way to stand out is to have succinct replies with links to documentation or a screenshot where helpful. The primary reason we pass on candidates is that their replies are too long, even if they are factually correct.

This article does a good job explaining what we think is good writing and how to create it: http://www.paulgraham.com/talk.html

EXAMPLE WRITING SAMPLE

Question: A customer wants to import products but can't figure out how to round the data in the price column of their import file to the nearest dollar.

Assumption: The user is already familiar enough with WP All Import to have tried an import, but they probably don't know how to use PHP functions or that you can use them in an import. So, I'll send them the function to use and documentation so they can learn more about how it works.

Reply:

Hi Customer,

In order to round your product prices to the nearest dollar, you can wrap the price in the round() function, like this: [round({price[1]})]

You can read more about the round function here: http://php.net/manual/en/function.round.php

And you can read more about using functions in WP All Import here: http://www.wpallimport.com/documentation/developers/execute-php/

SAMPLE 1

A customer wants to use WP All Export to create an XML feed from their WooCommerce products. They tried but can't figure out how the custom XML templates work. Write back and explain to them how they can create an XML feed that looks like this:

<?xml version="1.0" encoding="UTF-8"?>
<products>
    <product>
        <title>Tomato</title>
        <price>1.99</price>
        <images>
            <image>http://mywebsite.com/wp-content/uploads/tomato1.jpg</image>
            <image>http://mywebsite.com/wp-content/uploads/tomato2.jpg</image>
            <image>http://mywebsite.com/wp-content/uploads/tomato3.jpg</image>
        </images>
    </product>
    <product>
        <title>Potato</title>
        <price>.59</price>
        <images>
            <image>http://mywebsite.com/wp-content/uploads/potato1.jpg</image>
            <image>http://mywebsite.com/wp-content/uploads/potato2.jpg</image>
        </images>
    </product>
</products>

SAMPLE 2

A customer has e-mailed the support desk stating they have a CSV file of products with two columns: sale_price and regular_price. They want to import products only if the sale price is discounted more than 30% from the regular price. Write back explaining how to do this.

Hints: http://www.wpallimport.com/documentation/advanced/filtering-with-xpath/ and https://www.w3schools.com/xml/xpath_operators.asp (div operator).

SAMPLE 3

A customer has an Excel file and wants to know if WP All Import can import the data. You've looked at their spreadsheet and determined that WP All Import will be able to.

SAMPLE 4

A customer wants a refund but is outside of our 90-day money-back guarantee.

3. Use WP All Import

Create a debug installation with WP All Import at http://www.wpallimport.com/debug and then import the following file as WooCommerce variable products. Include the login details for the /debug site in your e-mail. Import this file: http://www.wpallimport.com/wp-content/uploads/2014/12/BurtonSacks.csv

Hint: http://www.wpallimport.com/documentation/woocommerce/variable-products/

Write a PHP function and add it to the Function Editor. Pass the product color through your function - it should change:

'Fish Blanket' to 'Shrimp Blanket'
'Digi Plaid' to 'Sgt Bilko Brown'
'Rasta' to 'Pasta'

Hint: http://www.wpallimport.com/documentation/developers/execute-php/

What are your chances of getting this job?

If you meet the minimum requirements, then it all comes down to the writing samples. We need the writing samples to be clear, concise, and free of spelling and grammar errors. The previous times we've posted this job the vast majority of applicants either got the answers wrong, made spelling errors, wrote long replies, or were otherwise unable to meet our standards.

The primary thing we're looking for in the replies is brevity. Take another look at the sample reply above. It doesn't explain what we assume the reader already knows, it has links to documentation, and it is as brief as possible. We get very few applicants that write like this, and the vast majority of applicants who do have been hired.