[Hiring] Web Hosting Customer Experience Specialist @HostPapa

Role Description

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 a 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

Qualifications

• Experience in a technical support or helpdesk role
• Strong troubleshooting skills, especially for websites and email systems
• Solid communication skills in English and Spanish (written and verbal)
• Experience with web hosting platforms is a strong plus
• A customer service background or a related tech role is an asset

Benefits

• Remote-first work, with team members across many countries
• Competitive pay, benchmarked against the markets we hire in
• Room to grow, with real ownership of your work and support for professional development
• Flexibility in how and when you work, within the core hours your team needs
• Access to the AI tools you need to do your work, and the room to experiment with them

Company Description

Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.

Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.

Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.

We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.

It is anticipated that this position will be performed outside of Ontario.