Customer Support Specialist - Web Design Background …, Mohali

About Pixpa Pixpa is an all-in-one website builder for creative professionals — photographers, designers, artists, and studios. Bootstrapped, profitable, and independent for 12 years. Our customers build their businesses on Pixpa — their website, client galleries, and online store all in one place. When something goes wrong or they need help, our support team is the first and most important response. Who we are looking for We are looking for a technically capable, customer-first support specialist who genuinely understands web design. Not someone who has read about it — someone who has built websites, worked with HTML and CSS, configured DNS, and used a CMS like Word Press, Wix, or Squarespace hands-on. This is a role for someone who can diagnose a customer's problem quickly because they understand what is happening under the hood — and then explain the solution clearly to someone who may not. You are patient, precise, and take real pride in resolving issues properly, not just closing tickets. Important: This role is Remote and involves rotational shifts including nights. Pixpa supports customers across multiple time zones and our live chat is manned 24x7x365. This is a non-negotiable requirement of the role. What you'll do Customer support — chat, email, and calls
• Handle all incoming support queries via live chat and email — troubleshooting, guidance, billing, and technical issues.
• Jump on Zoom or phone calls with customers when a query is too complex for chat or when a customer needs hands-on walkthrough.
• Diagnose and resolve issues related to website setup, domain connection, DNS configuration, custom CSS, gallery management, store setup, and general product usage.
• Escalate bugs and product issues to the support lead with explicit reproduction steps and impact assessment.
• Capture customer feature requests and feedback systematically — every interaction is a product signal.
• Follow up with customers to confirm resolution and ensure satisfaction. Help and support material
• Write, update, and improve help articles on help.pixpa.com — clear, accurate, and easy to follow for non-technical users.
• Identify gaps in existing documentation based on recurring customer questions and flag them for resolution.
• Create step-by-step guides, FAQs, and walkthroughs as new features are released. Product quality assurance
• Assist with QA testing of new features and updates — functional testing, cross-browser checks, and real-world scenario testing.
• Log bugs clearly and consistently when found during testing or reported through support.
• Bring a customer lens to QA — flag anything that would confuse or frustrate a real user, not just hard technical failures. What we need from you
• Solid hands-on experience with HTML, CSS, and DNS — you can read code, diagnose layout issues, and guide a customer through domain configuration without looking it up.
• Real experience working with a website builder or CMS — Word Press, Wix, Squarespace, or similar. You know how these platforms work from the inside.
• Customer support experience — either in a formal support role or through handling international web design clients directly.
• Excellent written English — your chat and email responses are clear, warm, and professional. Customers feel heard and helped.
• Comfortable on video calls — you can walk a customer through a problem on Zoom calmly and clearly.
• Reliable for rotational and night shifts. This is a live 24x7 support operation and shift coverage is a core part of the role.
• Self-managed and async-capable. You handle your queue, flag blockers, and don't wait to be chased.
• Own hardware, fast internet, and a private working space — non-negotiable for remote support work. Nice to have
• Experience writing help documentation or support articles.
• Basic QA or product testing experience.
• Familiarity with support tools — Crisp, Intercom, Zendesk, or similar. Why Pixpa
• You will be the human face of a product that creative professionals worldwide depend on. That matters.
• Your technical background will be genuinely valued — this is not a script-reading support role.
• Lean team, no bureaucracy. Your feedback reaches the product team directly.
• Fully remote. Own hardware, fast internet, and a private working space expected.
• Stable, profitable company — 12 years independent, no investor pressure, no layoff cycles. How to apply Send a short note telling us: your web design background and what CMS or website builders you have worked with hands-on, your experience supporting customers or clients, and your availability for rotational/night shifts. Include your expected monthly salary in INR. Apply via Linked In or email us at . Apply on Kit Job: kitjob.in/job/4nbw75