Freelance Customer Support Specialist

Job Description

About Patchstack

Patchstack is a WordPress security platform that helps hosting companies and developers protect their users from vulnerabilities. We work with hosting partners worldwide to make WordPress security scalable and easy to manage.

The Role

We're looking for a freelancer to help us manage Intercom support tickets - answering questions from new visitors and routing technical and commercial requests to the right internal teams.

Time commitment: ~20 hours/week (flexible, to be discussed)

Scope of Work

• Answer visitor queries via Intercom chat (target response time: within 24 hours during business days)
• Forward technical questions to our engineering and security research teams
• Forward commercial and sales-related requests to our sales team

Requirements

• Familiarity with the WordPress ecosystem
• Comfortable handling technical topics and knowing when to escalate
• Clear written English
• Able to remain calm and keep friendly tone under pressure
• Able to work autonomously and asynchronously
• Prior customer support experience is a big plus