Customer Success Manager

Can you create an amazing web-hosting customer experience, while managing team operations? Then this job is for you.
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  • Be responsible for the customer experience on our Web-Hosting platform WebSpaceKit.
  • Manage the day-to-day operation of our web-hosting team, which includes customer tech support, pre-sales questions on live chat/phone, website & server issues troubleshooting, server management (with help from our technical team).
  • You will be overseeing the entire operations of our web-hosting department & team. And leading the team to ensure a smooth experience for our customers.
  • Prepare operating procedures & documentations for various technical issues which are faced by our team.
  • Guide the sales team to improve conversions.
  • Proactively identify issues & come up with solutions that can be followed by the team.
  • Be an escalation point for our customers to solve the most complicated and urgent cases.
  • Troubleshooting our checkout, billing & automation system and addressing performance issues & assist with improving application performance.
  • Being a product expert for the products offered as part of the brand.
  • Create support center articles and internal resources to deliver knowledge to all customers and employees.
  • Supporting Internal teams like Sales and Product, on projects and requests, be the voice of the customer.
  • Collaborate with internal teams for budgeting, training, and hiring of support engineers.

Must Haves

  • Experience in web-hosting or a similar customer-facing role.
  • Take ownership of issues reported by customers and see problems through to resolution.
  • Research, troubleshoot, and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Crave knowledge and continue to hone and improve your own technical and non-technical skills.
  • Working with customers to identify software problems and advising on the solution.
  • Logging and keeping a record of customer/employee queries.
  • Ability to give software Demo to customers.
  • Updating the self-help manual so customers/employees can try to fix problems themselves.
  • Working with tools like WHMCS, Control Panel, Direct Admin, Plesk Panel, and WHM.
  • Technical support via chat and phone conversation.

Good to Have

  • Logical thinker & Ability to deal with difficult callers.
  • Good analytical and problem-solving skills
  • Flexible to work in 24/7 shifts
  • Completely fluent in English with excellent written communication skills.
  • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.
  • A strong understanding of and experience with the following technologies: Cpanel, WHM, WHMCS or a similar billing software.
  • Familiar with WordPress: database structure, file/directory structure, wp-config.php directives, and other common WordPress topics. Experience with WP-CLI preferred.

Application Process

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