support
Support Engineer
You take pride in providing excellent customer service in a technical domain. You have experience working with WordPress and/or Shopify.
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What are you going to do?
You’ll be focusing on email and live chat support for our Yoast SEO products, using a system called Help Scout (it’s actually pretty awesome).
You’ll also have access to our knowledge base, internal support channel on Slack, GitHub/Jira, and testing environment.
Of course, you’ll be paid a decent salary, we’ll try our best to teach you everything we know, and you’ll have the best colleagues. You’ll find yourself in a friendly, slightly competitive environment where customer satisfaction and personal growth are key.
about you
Who are you?
You have experience providing online customer support and love doing it. Helping people is second nature, and you’re well aware that not everyone is as skilled as you are. Your goal in every conversation is to help the customer reach their goal. It is important that you work towards processing the customer’s questions or requests correctly in the first response. Even if this requires research and learning on your part.
You realize that you’re the face of Yoast and know that people love smiling faces. You can express your smile in your written communication because that’s what you’ll be doing at Yoast. You’ve got an eye for detail. Information that’s well hidden between sentences doesn’t stay hidden from you, and you care about every dot and comma in your replies and interactions.
What are we looking for
What are your skills?
- You have real experience providing support for an internet-focussed company. This means you’ve worked at a WordPress or Shopify agency, web hosting company, a plugin or app vendor, or a related company. You have hands-on experience with WordPress and/or Shopify.
- Experience providing customer support through live chat isn’t essential but will give you a huge advantage during the interviews.
- You can work with tools like Jira, Github, Slack, and Help Scout or are willing to learn them. You’re able to explain terms like FTP, 301 redirect, plugin, and SEO to us.
- You’re not afraid to ask questions in a public channel to your peers, and learn from the answers.
application process
What’s next?
Are you interested? The application procedure consists of three interviews. Only applications with a cover letter will be considered. Do you have questions? We’ll be happy to answer them. Please send an email to jobs@yoast.com.
These colleagues can’t wait to meet you
Your team
The support team at Yoast is responsible for providing customer support in the broadest sense. This ranges from helping our customers install our products to troubleshooting conflicts between different plugins or apps.
Our customers reach out via social media, WordPress support forums, email, and (soon) live chat. We will meet together during our weekly support team meeting.
Our support engineers report to one of two team leads, who are reporting to our manager customer support.
Support engineer
Laura
Take care of our customers, clarify their concerns, and help them get the maximum from the Yoast plugins. Always with patience, care, and kindness: this is, for me, the essence of being a Support Engineer at Yoast.
Support engineer
Ritchel
I am proud to be a Yoaster and you will be too. I have been a member of the support team, as a support engineer, for almost 3 years. The challenges of providing support to a world-class SEO plugin for WordPress and app for Shopify keep each day interesting and challenging. My colleagues and I are part of a team that, together, drive each other to deliver incredible experiences to our customers. If you love to learn new things, work with great colleagues, and make customers happy, then this is where you should be!
Support Engineer
Victoria
The most rewarding part of being a Support Engineer is successfully assisting our users with their Yoast SEO plugins!
Support Engineer
You?
We would love to hear your ambitions!
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About Yoast
We are Yoast! As a company, Yoast strives for openness, diversity, and equal opportunities. Our team consists of about 110 people. We have around 70 people working in Wijchen, The Netherlands, and the rest of the Yoasters are based all over the globe. We’re always looking for awesome people who want to help us grow.
Hybrid Working
It doesn’t matter where you live
Do you want to work at Yoast but aren’t sure if it’s worth the commute? Perhaps you don’t want to move to Wijchen? That doesn’t have to be a problem: with hybrid working you can partly work from the office and partly work from home.