Web Hosting Customer Experience Specialist - English

Position Summary: At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here. As the Customer Experience Specialist, you'll help customers solve web technology problems through phone, email/tickets, and live chat. You’ll be the go-to expert for troubleshooting website, email, and hosting issues, offering friendly and knowledgeable support that ensures every customer gets the help they need, fast and stress-free. Schedule - All on Eastern Time (Toronto): 9:00 AM - 5:30 PM 10:00 AM - 7:00 PM 11:00 AM - 7:30 PM 3:00 PM - 11:30 PM What you’ll do: Provide technical support via phone, email/tickets, and chat Resolve customers’ web technology issues by explaining web hosting components and offering clear, actionable guidance Troubleshoot and resolve advanced website and email issues Install, configure, maintain, and fix errors for content management systems like WordPress Explain DNS settings and web design tools in a way customers can understand Address and escalate pre-sales, sales, and billing inquiries as needed Schedule and conduct callbacks to ensure a smooth support experience Deliver an outstanding customer experience and help maintain high satisfaction levels Support other tasks or projects as assigned to meet team and business needs About you: Experience in a technical support or helpdesk role Strong troubleshooting skills, especially for websites and email systems Solid communication skills in Eng