Senior WordPress Support Specialist

We’re looking for a new team member to help support our growing membership! You’ll be tasked with solving problems and coming up with creative solutions for our members on a daily basis. It’s challenging, fun, and rarely boring.

As this is a full-time position, we need someone who can commit to 30-40 hours per week. It’s a remote position, so you’ll be able to work from home or wherever you’d like!

You’ll be working directly with members and as part of our team. You should enjoy problem-solving and not give up if Google doesn’t immediately present a quick answer. We’re looking for people who are fluent in English, both verbally and in writing, and who can expertly communicate solutions to members.

Most of all, you need to love working on WordPress websites and have a positive, energetic personality. The interactions our members have with our team is a big part of why they stay with us, and you’ll be a key part of that experience!

What you’ll be doing

You’ll handle incoming support requests as they arrive and provide solutions as needed. This usually entails things like debugging plugins or themes, adding new content or functionality, optimizing performance, or simply giving technical support or advice to members.

When not handling support requests you’ll be maintaining member sites, applying updates, optimizing sites for peak performance, and testing to ensure proper functionality. This is a never-ending process but one that is critical for our members and so we take it very seriously.

We’ll also ask you to help with things at Barrel Roll, including adding new functionality and documentation and generally contributing your fantastic ideas. Your input will matter.

The position requires:

• At least 3 years of experience administrating WordPress on a regular basis. That means you’ve been working in WordPress, supporting clients and their WordPress websites, for at least three years. Programming time doesn’t count. A lot of programmers apply for this position without having any experience in maintaining and optimizing WordPress websites, and that’s not what we’re looking for.
• +/- 3hrs from the Eastern Time Zone – generally be available from 9AMish to 5PMish EST Monday through Friday
• Must be an independent contractor – we’re not interested in outsourcing work to an agency
• Proficient programming capabilities in CSS/HTML/PHP/JS. We’re not looking for a programmer, but you need to know your way around common programming languages in order to efficiently resolve issues.
• Experience with responsive website design. The more design experience you have, the better.
• Familiar with relational databases, comfortable in CPANEL and PHPMyAdmin, and can understand and execute SQL queries.
• The ability to work as part of a team.
• People skills. It’s really important that you’re good with people and can explain complex concepts in easy-to-understand ways.
• Drive. Being self-motivated is especially critical when working as part of a fully remote team.
• Experience working with popular WordPress themes, such as Divi, Elementor, and Avada.
• Experience with caching and performance optimization.
• An understanding of how domain names and DNS records work and is comfortable editing them as needed. Experience with Cloudflare is a bonus.

We’d also like someone who:

• Has not only administered WordPress for a period of three years or longer but has provided support for customers during that time as well.
• Is active within the WordPress community, either by providing support at WordPress.org, contributing plugins or themes, or has engaged in some other way. If so, please submit links to your repos or examples of how you’ve been involved.
• Experience working with Linux servers. You don’t need to be a server admin, but it helps to know your way around CPANEL and be comfortable with a few Linux commands.
• WooCommerce experience.
• Has experience with Google Analytics, Google Tag Manager, and Google Search Console.
• Familiarity with platforms like Help Scout, Monday.com, Slack, and Google Workspace.
• Has experience in SEO and has used tools like Screaming Frog and Moz.

Benefits

• $30-$40 per hour, based on experience and skillset
• We’re a fully remote team – work from anywhere, wearing whatever you want, without anyone asking you to come into the office early or stay late
• Flexible work schedule
• Two weeks of paid time off per year
• Annual bonus (contingent on company-wide performance)

Are you a good fit for this role?

We’ve received hundreds of applications for this position, and the vast majority of them just aren’t right for the job. To save us all some time, here are some folks who are (and aren’t) a good fit for this position.

Programmers (x)
If your passion is heads-down coding for the majority of the day, this role is not be the best fit. We’re looking for a blend of coding and strategic problem-solving, with the focus on the latter. Programming is <10% of this job.

Website Designers (x)
While there may be some overlap, this position is not focused on the visual design or user interface aspects of website creation.

Website Developers (x)
If you thrive on building websites, working within specific web frameworks, and focusing purely on the development lifecycle from a technical brief, this role is not a good fit. We’re looking for someone whose primary focus is on defining the problem and implementing a solution, which doesn’t typically involve building a web page.

Agency Owners (x)
If you own an agency that does what Barrel Roll does, there are conflicts of interest we want to avoid and the way we do things may be a lot different than you are used to.

Marketers (x)
This isn’t a marketing position focused on creating campaigns, managing brand voice, or generating leads through traditional or digital channels. While understanding the customer is key, this role is centered on solving technical problems on WordPress websites.

IT Professionals (x)
There is a big difference between someone who has set up and optimized a few websites for their company or organization and someone who spends all day, every day working in WordPress for clients. Although you may have the technical skills, we need someone experienced in managing many different types of websites.

WordPress Support Techs (v)
Your primary day-to-day task is maintaining and optimizing WordPress websites for clients. You should have experience managing dozens of sites and be very familiar with all of the most popular themes and plugins. This should be your current or most recent job, not something that you did part time or as a side hustle.