Description
The Gig
Modern Tribe is growing. We’re seeking 2-3 great people to join the customer facing team, where we help users of The Events Calendar, Events Calendar PRO and our other premium add-ons as they troubleshoot common integration issues and report bugs. Everyone on Modern Tribe’s community team pitches in every week on tasks like:
- Managing the support forums, either answering customer questions directly or bringing in an appropriate member of the core development team when you cannot.
- Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission.
- Testing bug reports locally and logging in our projects system, with appropriate detail and testing instructions, when a bug is confirmed as legitimate.
- Pre-release QA testing -- literally, just banging on the plugins to see what you can break and logging that accordingly.
- Creating tutorials, documentation, screen casts and other forums of materials to help guide people to success.
- Creating hacks and snippets to solve one off problems.
- Reviewing all the social media channels for relevant discussions and engaging in the conversation.
- Helping run regular user testing sessions, gather feedback from the forums, and be the voice of the community during roadmap discussions.
- Supporting product partners (other theme and plugin authors) and non-profits. You will be on the front-lines, representing Modern Tribe to customers...in many ways, you are the face of the company.
Only applicants who meet the following criteria will be considered:
- A solid command of HTML, CSS, PHP & Javascript (this is huge...you will be tested on these areas!) and can provide 4-5 original code samples to back it up.
- A reasonable understanding of the WordPress codebase & theming. * Basic familiarity with (at least) The Events Calendar, our main plugin.
- Matches Modern Tribe’s company culture: Happy, Helpful, Curious & Accountable.
- Operates as a full-time freelancer and has been doing so for at least 1 year (not a full-time employee moonlighting; if you don’t consider freelancing your business, this probably won’t be a good fit).
- Has at least 1 year of experience managing themselves in a remote, distributed working environment.
- Speaks fluent English and can join us for our weekly scrum meeting during PST.
- Displays a willingness to commit to working during PST, CST or EST time zones (we don't care where you are, just when you are around).
- Demonstrates detail oriented, well organized working patterns and a passion for creating stability out of chaos.
- Possesses superb communication skills, a transparent attitude and self-confidence.
- Have built their own WordPress plugins (EXTRA bonus points of those plugins extend The Events Calendar).
- Have a proven track record providing support specifically for WordPress plugins.
- Are familiar with GIT and setting up local installs of WordPress.
You sit down at your desk for the day with a cup of coffee and log into Modern Tribe’s support queue, where you see all the new/unclaimed support threads posted in the last 24 hours. After reviewing them and discussing strategy with your teammates in our group chat, you take on a handful of those threads and do your best to get the user as detailed a response in as timely a fashion as possible. Once the “unclaimed” queue is clear, you’ll check in on all the other existing support threads assigned to you, to see if users have come back to ask additional questions or to confirm a fix. (Nothing posted by a user on our forums should ever go more than 24 hours without a response). After your support obligations are done and you’ve finished your second cup of coffee, you’ll shift over to wherever you’re needed that day: sometimes it’ll be QA, to test out new plugins or updates to existing ones. Other times it’ll be documentation, putting together tutorials and videos to address commonly-posed questions. Marketing, design and development opportunities are also on the table for those who demonstrate a hunger to learn — we all have the opportunity to get involved with other areas of the business, but everyone’s main priority each day is support.
The Company
Modern Tribe is a digital agency with a modern twist. We are a product company. We are educators. All freelancers. All experts. In today’s world, we get to be many things to many people. We believe in making quality products for other people and ourselves, balanced by living quality lives. We are 100% distributed & our team is spread around North America (and a hint beyond). We believe that you should be happy, helpful, curious & accountable, on top of being good at what you do. We believe life should be lived intentionally. We believe in a class of artisans and craftsman in control of their work who solve people problems rather than just build more shit. We believe in a sustainable vision of open source, and contribute consistently into the ecosystem.
Think you'd be a good fit? Awesome! Head over to our Join The Tribe page, and fill out an application on the form provided -- make sure to select "Community/Support" from the radio buttons to let us know which position you're applying for. Please be prepared to answer a few sample support questions prior to your interview.
Info for the application
BEFORE APPLYING, please read the job post carefully. So many people seem to apply without actually reading it. PLEASE DO NOT APPLY if your timezone is outside of the US range. Please apply via our application form. Make sure to include the following: * A nice personal message the shows you are a real human being. * Briefly describe your code and support experience. * Please include a couple of references to any code we can look at.
- Link to original Jobposting