Freelance Customer Support Specialist

About PatchstackPatchstack 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 RoleWe'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 WorkAnswer visitor queries via Intercom chat (target response time: within 24 hours during business days)Forward technical questions to our engineering and security research teamsForward commercial and sales-related requests to our sales teamRequirementsFamiliarity with the WordPress ecosystemComfortable handling technical topics and knowing when to escalateClear written EnglishAble to remain calm and keep friendly tone under pressureAble to work autonomously and asynchronouslyPrior customer support experience (and experience with Intercom) is a big plusOriginally posted on Himalayas