Client Care Representative

Kinsta is a premium managed WordPress hosting provider designed for all types of businesses, small or large. We're the first to be exclusively powered by Google Cloud Platform while utilizing an isolated container system. We believe that constant availability and an outstanding user experience are a must. That’s why we always utilize the latest software and most advanced technology to power our infrastructure.

Our client base is growing steadily and we’re looking for an energetic Client Care Representative with exceptional communication skills to be a friendly and knowledgeable point-of-contact for our customers.

The role of Client Care is to manage the relationship between Kinsta’s customers and Kinsta’s platform and terms of use. Client Care ensures that when a customer’s needs and expectations are not met by their experience as a Kinsta customer, they have access to someone who can help them. The Client Care Representative provides a human point of contact for Kinsta’s customers when they encounter non-technical issues.

We are looking for someone to work according to US business hours (8-hour shift any time between 11am-12am UTC).

The key responsibilities of the role include:

  • Ensure Kinsta’s customers have access to the resources and information they need during the onboarding process.
  • Work with customers to address issues of resource overuse or platform abuse.
  • Address customers’ concerns regarding Kinsta’s platform, plans, and policies.
  • Notify customers of new features, bug fixes, and other relevant updates.
  • Participate in campaigns to gather customer feedback.
  • Other miscellaneous tasks related to internal reporting, data management, and project-based collaboration with other Kinsta teams.

REQUIREMENTS

The ideal Client Care Representative is a master communicator capable of understanding and explaining the complex relationship between the usage of digital resources and how that usage is governed by standard operating policies and translated into metered services.

In addition, a Kinsta Client Care Representative must display the following qualities:

  • Native-level fluency in both written and spoken English.
  • A willingness to initiate challenging conversations with customers when necessary, paired with a resilient personality capable of maintaining a positive outlook when working through such situations.
  • A Client Care Rep needs to be someone who likes people and wants to work directly with customers.
  • The ability to understand complex technical and financial topics and explain them simply in plain English.
  • The ability to be thoughtful, kind, diplomatic, patient, and firm when applying company policies to customer inquiries.
  • A demonstrated desire and capacity for ongoing learning.
  • The ability to self-manage and get the job done without requiring close supervision.
  • Generally savvy with internet technologies and platforms. Ability to master the use of new platforms and online tools quickly.
  • The ability to provide your own workspace, equipment, and reliable internet connectivity.
  • Available to work Monday-Friday during US business hours.

Bonus points:

The following would be beneficial to have, but are not required to be considered for the role:

  • Past experience in a customer-facing position, particularly one where chat and email were used as the primary form of interaction and where the average response time was measured in minutes.
  • Past experience in the WordPress industry or in the web hosting industry.
  • Experience working with self-managed WordPress websites or blogs.

BENEFITS

This is a fully-remote role. The Client Care Representative can work from anywhere with reliable broadband internet access.

This position offers a great deal of flexibility, responsibility, and opportunity for growth for the right candidate.

If you want to learn more about Kinsta and what it’s like to work for our team, head to our website, Kinsta.com, and look for the About Us link in the footer.

Resumes we receive are stored in Workable’s database only. Your personal data will not be downloaded. Only HR and Hiring Managers have access to the personal data. Data will not be disclosed to third parties. CVs are stored for recruiting purposes exclusively and will be permanently deleted in case of unsuccessful selection. If we believe any of the applicants to be potential future hires, we’ll ask their permission to retain their CVs in Workable's database until the next hiring period. For further information, please check Workable’s Terms of Use.

Kinsta's motivated team is scattered across the globe

You’re in luck! We're actively looking for more talented and tech-savvy co-workers to join our awesome team. If you’re willing to learn a bunch of exciting new technologies at an innovative growing tech company, then please get in touch.

Life at Kinsta

We have plenty of fun at the office and you're welcome to try and beat our current scooter lap record. But we also know when it’s time to batten down the hatches and put in the amount of time and work a startup can sometimes require.

We expect everyone to be honest and forthright with their ideas and contributions. Day-to-day, we challenge each other to constantly raise the bar, encourage unconventional thinking to achieve innovative breakthroughs, and are passionately committed to surpassing our goals.

We're looking for people who can take the initiative and contribute ideas anywhere in the company. We promote continuous learning in a flexible work environment.

What we offer

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Remote working environment

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Personal development budget

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Coworking space or home office budget

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Kinsta annual retreat

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Competitive base salary

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Paid vacations

How we review and select newcomers

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You apply for one of our open positions

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We have a first interview, which is the first round to getting to know each other (and a compatibility check for us, too)

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We have a second interview where we talk about everything technical and we check your problem solving skills

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After all went well we give you an offer and we do our best to talk you into it (and usually it is not super hard)

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