Provided first-line product support to customers using Barn2’s premium WordPress and WooCommerce plugins, handling pre-sales enquiries, product questions, troubleshooting, licensing, and refund requests in line with company SOPs while escalating complex technical issues to Senior Tier 2 and Tier 3 Support Managers. Beyond customer support, I contributed to the marketing team by implementing technical SEO improvements, conducting content and competitor research, and writing customer-facing marketing emails to support customer engagement and retention.

Key Responsibilities

• Delivered first-line customer support through HelpScout, assisting customers with plugin setup, licensing, billing enquiries, refunds, product usage, and general troubleshooting while escalating complex technical issues to senior support engineers.
• Helped prospects make informed purchasing decisions by answering pre-sales questions, explaining plugin capabilities, recommending suitable solutions, and addressing product-related concerns before purchase.
• Investigated customer-reported issues by reproducing bugs, gathering relevant information, and documenting findings to help the development team diagnose and resolve problems more efficiently.
• Improved the customer self-service experience by organizing documentation, optimizing knowledge base content, and making educational resources easier to discover through better content structure and internal linking.
• Implemented technical SEO recommendations across 15+ website pages and more than 100 blog articles, including metadata, heading structure, image optimization, and accessibility improvements.
• Researched and wrote descriptive alt text for hundreds of website and documentation images, improving accessibility while supporting search engine optimization.
• Supported product marketing by researching competitor positioning, customer search behaviour, WordPress industry trends, and YouTube content opportunities using tools such as VidIQ.
• Wrote customer-facing email content for licence renewal reminders and customer re-engagement campaigns, helping support customer retention initiatives.

Impact

• Helped reduce customer friction by providing timely, accurate first-line support and ensuring customers were directed to the right solutions.
• Improved the quality and discoverability of website and knowledge base content, making it easier for customers to find answers independently.
• Contributed to a smoother customer journey by supporting both pre-sales and post-purchase experiences across marketing, support, and product operations.

Tools & Technologies

HelpScout • WordPress • WooCommerce • Google Search Console • Rank Math SEO • VidIQ • Mailchimp • Slack• Chatgpt

Skills Applied

Onpage SEO • Customer Support • Product Support • Knowledge Base Management • Customer Education • Pre-sales Support