Open Position at RebelCode

Customer Support

Join our Journey

At RebelCode, our mission is to create technology that truly matters. For over a decade, our dedicated team has been at the forefront of developing innovative WordPress plugins, transforming them from mere products into tools that spark creativity and efficiency.

As we continue to grow and evolve, we are excited to announce the search for a Customer Support Specialist to join our journey.

In this position, you won’t just be responding to customer inquiries; you’ll be a crucial part of a team that empowers people to maximize the potential of our products.

You’ll have the chance to dive deep into technical challenges, offer solutions, and contribute to the ongoing improvement of our user experience.

We’re looking for someone who is as passionate about providing exceptional support as they are about technology itself. If you’re driven by the satisfaction of helping others and are eager to be part of a dynamic team that’s constantly pushing the boundaries of what’s possible, then you might just be the perfect fit for RebelCode.

Join us, and be a part of shaping the future of our customer experience and the continued success of our much-loved products.

Your Next Adventure

As a Support Specialist at RebelCode, you’ll be embarking on an exciting phase of our journey, where your role will be pivotal in enhancing our customer experience with our flagship WordPress plugins. These plugins are not just tools; they are vital components of our product line with a significant impact in their markets.

What makes this opportunity even more thrilling is that the product you’ll be responsible for is currently undergoing a complete rebuild and redesign. This transformative phase in the product’s lifecycle presents a unique opportunity for you to lead and influence a new era in its journey.

Your day-to-day responsibilities will include direct customer support and problem-solving, coupled with a strategic role in shaping our support services. You’ll address customer inquiries, troubleshoot issues, and provide insightful guidance, ensuring a seamless transition during the product’s redevelopment.

Moreover, your role in understanding and communicating customer feedback will be more crucial than ever. As the product evolves, your insights will guide improvements not only in customer support resources but also in the product’s functionality and user experience.

In collaboration with the Product Manager and development team, your feedback and observations will be vital in ensuring the redesigned product not only meets but exceeds user expectations. Your involvement in this stage of the product’s life will give you the chance to influence its development directly, ensuring it continues to be a leader in its market.

We are excited to offer you this opportunity where your skills in customer support, strategic thinking, and adaptability will be crucial. If you are passionate about being part of a significant product evolution and ready to lead this new chapter in our product’s journey, we eagerly await your application.

Working at RebelCode

As a 100% remote and asynchronous team, self-discipline is a very important factor when working within our team. Everyone pulls their own weight and we do our utmost to get the best out of each other, helping one another to grow and develop over time.

We strive for excellence in everything we do. There’s no room for average work or half-hearted efforts. We always strive to deliver the best possible results within the time-frames and limitations that we set for ourselves.

The tools we use day-to-day include:

  • Twist for asynchronous communication
  • Notion for our company wiki and issue tracking
  • Help Scout for customer support via email (and potentially, chat)

Who You Are as a Person

You are someone who takes complete ownership of your work, from the initial spark of an idea to its full implementation and ongoing development. Your commitment to seeing things through is evident in every task you undertake.

With excellent command of English, both in writing and speaking, you ensure that every idea is clearly expressed and every innovation is effectively communicated.

You believe that every message is important, and you dedicate yourself to conveying it with clarity and precision. Your innate curiosity drives you to continuously seek new knowledge, challenge existing norms, and broaden your skill set.

You’re not just satisfied with the status quo; you’re always looking for ways to improve, both personally and professionally. Working within a small, remote team is where you thrive. You’re adept at providing constructive feedback and are receptive to receiving it in return.

Collaborating across different cultures, borders, and time zones comes naturally to you, and you value the diversity of perspectives and experiences this brings.

Primary responsibilities

Technical Expertise and Problem-Solving: You will be the expert on WP RSS Aggregator, understanding its technical aspects to troubleshoot, diagnose, and resolve issues efficiently. 

Customer Interaction and Support: Engage directly with customers, providing clear, understandable solutions to their queries and ensuring a positive experience with our products.

Documentation Writing and Maintenance: Create, update, and maintain comprehensive support documentation, including FAQs, how-to guides, and knowledge base articles. Your ability to translate complex technical information into user-friendly content will be key in empowering our users. 

Feedback and Continuous Improvement: Utilize customer feedback to inform and improve product features and support resources. Work closely with the team to suggest product enhancements based on user experience.

Collaborative Development Support: Participate in strategic planning with the development team, bringing insights from a customer support perspective to influence product development.

Quality Assurance and Monitoring: Monitor product performance from a user’s perspective, using task management and issue tracking tools to maintain high standards of quality and usability. 

Innovative Customer Support Solutions: Play a vital role in integrating AI technologies into our customer support experience. You’ll contribute to the development and refinement of AI-driven tools and processes, ensuring they effectively meet user needs and enhance the overall support strategy. 

What This Role Involves

  • Supporting WP RSS Aggregator’s users and customers with enthusiasm and professionalism
  • Promptly responding to customer issues, and handling or debugging them efficiently
  • Actively participating in the forums, providing friendly, helpful, and useful assistance for our free users
  • Writing clear, helpful, and concise responses to customer queries through email and forums
  • Occasionally logging into customers’ websites to diagnose issues and offer practical solutions
  • Offering knowledgeable recommendations and solutions to customer feature requests
  • Providing the developers with detailed and clear bug reports for escalation
  • Documenting and summarizing tests or troubleshooting steps effectively for clear communication with both customers and colleagues
  • Assisting with a wide range of WordPress questions and challenges with expertise and flair
  • Being an active and collaborative member of the RebelCode team, contributing to the overall team dynamics and goals

Essential Skills and Qualifications

  • Minimum 3 years of experience with WordPress
  • In-depth knowledge of the WordPress platform, including hooks and filters
  • Expertise in diagnosing and resolving WordPress issues
  • Understanding of browser console errors and debugging skills
  • Troubleshooting experience and a curiosity to learn and grow
  • Strong attention to detail and problem-solving ability
  • Excellent interpersonal and communication skills in English
  • Team player eager to work in a distributed product team
  • Quick response times and ability to deliver quality work within deadlines
  • Fluent in written and spoken English
  • Ability to work full-time, 40 hours per week
  • Empathy for customers and passion for providing excellent support
  • Experience with basic custom CSS and HTML
  • Familiarity with tools like Help Scout, Notion, and Easy Digital Downloads
  • Polite, understanding, and a self-starter
  • Prior remote working experience

The following skills and experience would be a bonus, but are not required: 

  • Proficiency in PHP, React, and advanced CSS and HTML
  • WordPress plugin and theme development experience


The selected candidate will receive the following remuneration and perks package:

  • $28,000 – $31,000 annual remuneration, depending on experience level
  • Work from anywhere with a solid internet connection
  • 4 weeks paid leave annually to take time off as you wish
  • A growth-oriented culture among team members
  • A flexible work schedule with a minimum 4-hour daily overlap with the Product Manager
  • Expenses paid attendance to conferences and WordCamps from time to time
  • Training, courses, and support throughout your time with us to help you develop your skills
  • Work with a diverse group of people from various countries and cultures
  • Potential for growth within the company, with most of our team members being with us for anywhere from 3 to 10 years, developing their skills, roles, and remuneration over time

Apply Now

This is a unique opportunity to lead and shape the customer support services of a well-established product in the WordPress space, with the scope to innovate and drive new projects. 

In this role, your unique blend of responsibility, communication skills, perpetual learning, and collaborative spirit will be key to delivering exceptional support and contributing to the ongoing success of RebelCode’s products and services/

When applying, it’s important that you:

  • Introduce us to who you are – your experiences, qualifications, and what makes you tick. Include a cover letter to make your application stand out.
  • Include links to your profiles that showcase who you are and other relevant professional links. Showcase your experience in customer support if and where possible.
  • Proofread your application more than once, because attention to detail is critical for this role.
We appreciate all applications, but due to the volume, we will only reply to candidates who closely match our requirements. If you’re a strong fit, expect to hear from us soon.
Please fill in the application form below if you’re confident that you’d be a great fit for this role.

Note: You must have a strong internet connection and a good quality microphone and webcam, both for the interview phase as well as during working hours.