Support Operations Specialist - Temporary to Full-Time

About Codeable Codeable connects a community of elite WordPress development experts from around the world with businesses that need WordPress solutions. We're the only WordPress-exclusive services platform and community, with over 360+ freelance developers and teams, delivering projects of all sizes to clients globally. Our mission is to build the most vibrant WordPress developer services community and to create a better way of working for all parties in the WordPress ecosystem. The Role We're seeking a Support Operations Specialist for a temporary, on-demand role designed to cover a 3-month sabbatical leave and provide essential support during short-notice coverage gaps beyond that fixed time period. This position focuses on second-level service delivery and first-level triage, requiring a professional who can manage dispute resolution and client-expert communication when needs arise. The ideal candidate is highly responsive and ready to navigate complex situations on short notice. You'll be instrumental in ensuring our service remains seamless and exceptional during this transition period, stepping in to analyze issues and implement solutions exactly when our team needs additional capacity. What you'll be doing as a member of our diverse team: First-Level Triage • Provide exceptional text-based support via Intercom, resolving complex inquiries with empathy • Educate clients and experts on processes while gathering feedback to drive improvements • Identify which cases require second-level judgment versus standard resolution Second-Level Service Delivery • Review and resolve client-expert disputes escalated from first-level triage, applying structured decision frameworks, reference Statements of Work, workroom communications, and project history to reach fair, well-documented resolutions • Escalate cases above threshold or involving policy exceptions and reputational risk to the appropriate authority level What We're Looking For Essential Qualifications and Requirements • We are looking for someone from within the Americas East Coast timezone • You have to have a professional proficiency in written and verbal English sufficient for client communication, documentation, and cross-cultural collaboration • Ability to work on weekends on a rotating schedule Valuable Additions - nice to have but not mandatory • Basic WordPress ecosystem knowledge and understanding of freelance developer challenges • BA-level education or equivalent certification is a plus • Experience with Intercom, Slack, and similar collaboration • Experience in client-facing roles (support, sales, account management, etc.) • Previous experience in remote-first organizations • Multilingual capabilities • Experience working with freelance or contractor communities • Ability to analyze situations comprehensively, identify root causes, and pinpoint leverage points for meaningful change • Comfortable making documented decisions within a defined authority framework, and knowing when to escalate • Demonstrated experience managing multiple priorities and shifting between different types of work in dynamic environments • Strong analytical abilities and resourcefulness when navigating complex situations Note: We value diverse experiences and backgrounds. If you don't have traditional examples for any category, please apply anyway and share what you do have - we're interested in your unique perspective and potential. Work Arrangement Expectations • Contract Type: Temporary freelance contractor (3-month sabbatical cover November 2026 to January 2027) with an option of a contract extension. A transition of the temporary engagement to a full-time position can be evaluated. • Availability: For the duration of the 3-month contract, a commitment of at least 25 hours per week during this period is required, and occasional on-demand availability is welcomed beyond the initial 3 months. • Location: Fully remote, global applicants welcome • Time Zones: Standard working hours in GMT-6/GMT-7, with flexibility for occasional overlap with EU team hours • Schedule: Flexible and responsive approach to scheduling, with specific weekend availability as needed for urgent client support coverage How We Work • We are a fully distributed team, so we use a combination of Slack, Google, internal blogs, and online meetings to communicate and collaborate; frequent and clear written communication is a must. • We default to trusting and caring about the work you produce, not just the hours you put in. • We expect you to work well in a culturally diverse setting since our internal team is from all around the world, and our experts and clients span every continent (except Antarctica). • Being a small team, we expect individuals to show initiative and not be afraid to take on new challenges and roles. Our Team & Culture You'll join a collaborative, supportive team committed to creating an inclusive environment where different perspectives dr...