ericj

Promoted to Senior Support following consistent high performance. Handled Tier 3 escalations, investigated advanced technical issues, and provided guidance to junior support staff. Reviewed support tickets for quality assurance, coached team members on best practices, and contributed to refining internal workflows. Actively collaborated with the development team to escalate bugs, improve product clarity, and close the feedback loop between users and engineering.

Led a cross-functional team of 5 (3 support agents + 2 billing specialists) across multiple WordPress products. Drove team performance through weekly 1:1s, coaching, and quarterly goal tracking, consistently maintaining a 90+/100 Happiness Score while increasing ticket volume. Successfully onboarded multiple new team members, ensuring smooth integration and faster ramp-up through personalized training, mentorship, and process documentation. Oversaw escalated technical and billing cases and managed internal documentation. Laid out complete workflow and documentation for handling Charge Disputes and led the team in implementing the new workflows. Was part of the core team responsible for the development and continuous improvement of SupportAssist, a custom internal LLM tool designed to draft initial support responses. Collaborated with external PhD-level AI developers, managed internal rollout, and led efforts to train the model using team feedback. The tool helped reduce Time to First Response from 60 minutes to 10–20 minutes, significantly improving support efficiency and response quality. Additionally, I led several cross-functional initiatives that identified key product pain points based on support insights. These efforts directly contributed to product improvements, reduced churn, and increased customer satisfaction by proactively addressing recurring user issues and feature friction.

Delivered Tier 1–3 technical support for WPForms via Help Scout, resolving a wide range of customer issues including plugin conflicts, form errors, and advanced troubleshooting. Consistently ranked as a top performer across key metrics such as ticket volume, first response time, and customer satisfaction. Took initiative in improving internal documentation and identifying product gaps through support patterns. Collaborated with developers on bug reports via GitHub and contributed to refining user experience based on support insights.

Provided technical support via Intercom for Divi, one of the most popular WordPress themes, assisting users across a wide range of issues — from beginner-level questions to advanced development requests. Troubleshot bugs, logged detailed reports to GitHub for the dev team, and handled feature requests. Delivered clear, empathetic responses while guiding users through customizations using CSS, jQuery, JS, and PHP. Created step-by-step video tutorials and broke down complex problems into simple, actionable solutions for less technical users, helping maintain high satisfaction and fast resolution times.

Worked as a freelance WordPress developer, building and maintaining custom websites for clients across various industries. Designed bespoke WordPress themes and developed custom plugins to meet unique client needs. Handled front-end and back-end tasks including CSS, PHP, and JavaScript customization within popular builders like Divi. Performed site speed optimization, implemented on-site SEO using industry-standard plugins, and ensured responsive, performant, and user-friendly experiences. Delivered full-cycle project execution from concept to launch, including hosting, optimization, and client training.