We are looking for someone with sharp investigative instincts, excellent written English, and genuine patience for people who are frustrated, confused, or both. Most importantly, you’ll be able to get to the bottom of unclear problems, explain them in plain language, keep several conversations moving without dropping any of them, and work confidently and independently to make things right for customers.

About Theo

Theo builds websites for small businesses, then improves their SEO and AI Search automatically, every week. Our customers include florists, brewers, metalworkers, photographers, pet shop owners and one-person operations selling engraved trucker hats. Most are not technical people; for many, this is the first website they have owned.

Role overview

We are a small team. You will be our first dedicated support hire, working directly with the founder and owning day-to-day customer conversations across email, Facebook and Instagram messages, the contact form and public reviews.

What the job actually is

Customers trust us with something important: their website. When a domain will not connect, a bill looks wrong or the product does not behave as expected, they need a clear answer from someone who takes the problem seriously. A normal day might include:

• A customer’s domain is not connecting and their old site has gone down. You work out whether the problem is their DNS, registrar or previous host, then tell them exactly which record to change and where.
• A customer thinks the product is broken. You check their account, find that it is working as designed, and explain what happened without making them feel foolish.
• A customer is genuinely right and the product failed them. You say so plainly, make what you can right, and work with the founder so the underlying problem gets fixed.
• A customer receives a confusing bill after changing plans. You inspect the Stripe history, reconstruct the sequence of events, explain it in plain English, and resolve the issue.
• A customer leaves an angry review. You investigate, reply without arguing, and factually offer a sensible path forward.

What you’ll own

• Respond to customer conversations clearly, accurately and with consistent follow-through.
• Inspect the relevant account, site, DNS, invoice or event history before giving an answer.
• Guide non-technical customers through the steps they need to solve their problems.
• Own genuine problems through to resolution, and escalate bugs and incidents with context.
• Close the loop with the customer after an escalation.
• Collate repeated questions and failures, then improve documentation and product feedback.

How we approach support

• Check before you answer. Look at their DNS, account, site and invoice. Never guess and never bluff. “Let me check” followed by a real answer beats a fast wrong answer every time.
• Write like a person. Use short sentences and plain language. Skip jargon, corporate padding and three versions of the same apology. If someone is 70 and has never changed a DNS record, tell them which button to press.
• Be honest even when it costs a sale. We may tell someone to keep the cheaper plan, choose a competitor that suits them better, or expect months rather than weeks. That is the job, not a failure of it.
• Own real problems; do not concede fake ones. When we break something, say so and help fix it. When we have not, explain calmly rather than folding or becoming defensive.

What you need

• Excellent written English. This job requires a lot of writing.
• Comfort with DNS basics: A records, CNAMEs, MX records and nameservers. You do not need to be an engineer, but technical details cannot scare you.
• Familiarity with Shopify, Etsy, WooCommerce, Squarespace or a similar commerce or website platform.
• Enough SEO understanding to explain why being on Google is not the same as being found on Google.
• Patience and sound judgment with people who are frustrated, confused or both.
• The organisation to keep several conversations moving without losing context or missing a follow-up.

Nice to have

• Previous SaaS support experience, or experience helping small-business owners rather than enterprise clients.
• Experience with Stripe subscriptions, refunds, credits or other billing tools.
• Basic experience reproducing and documenting product issues.

Skills: Clear Written English · Customer Support · DNS Basics · E-commerce Platforms · SEO Fundamentals · Sound Judgment

Bonus: SaaS Support · Stripe & Billing · Basic SQL · Small-business Experience

What you don’t need

You do not need a degree, support certifications or experience with a large helpdesk. If you can write clearly, investigate properly and treat people well, we will teach you the rest.

Pay: $25.00 - $30.00 per hour

Expected hours: 10.0 – 30.0 per week

Work Location: Remote