Team member roles

In this document we describe what roles our team members play on the company, detailed in the sections below for each role:

  • Problems solved by the role;
  • Activities and responsibilities;
  • Interactions with other roles;
  • Necessary skills.

Our team have the following roles:

Support

All team members of the support team have the goal of addressing customer needs, within reasonable limits, creating a positive customer experience by quickly resolving small or easy-to-manage issues and escalating issues to the next support level. Issues must be resolved as fast as possible based on the severity, impact and priority associated with each task.

As an extended goal, support team members must collect feedback from customers to identify opportinities for new features and products.

Support Level 1

Basic help desk resolution and product information. Handles requests about customer orders, upgrades and refunds. Can answer general questions about each product and its features. Follow instructions defined by Support Level 2 in order to help customers. Escalates the ticket to Support Level 2 when no solution is readily available.

Problems solved by the role

  • Quickly let customers know that a real person will be shortly looking into their issues, giving a good first impression.
  • Resolve common requests about customers purchases.
  • Resolve common issues for which a ready-made solution is already defined.

Activities and responsibilities

  • First point of contact with the customer, reply to customer requests within 24h for paying customers and 48h for non-paying customers (working hours).
  • Process changes to customer orders, including invoices, upgrades and refunds when needed.
  • Answer general questions about each product and its features, help customers navigate the information on the website.
  • Follow pre-made instructions to solve common issues or requests.
  • Keep support request tasks status up to date whenever new interactions from customers happen, for tickets assigned to self.
  • Look out for opportunities to promote and suggest our paid products in relation to the issues reported by the customers.

Interactions with other roles

  • Escalates issues to Support Level 2 when no ready-made solution is available.

Necessary skills

  • Excellent written communication skills to interact with customers of varying technical expertise, and with other team members.
  • Commitment to providing a positive customer experience.
  • Patience and empathy when dealing with frustrated or confused customers.
  • Understanding of the WordPress and WooCommerce ecosystems, including themes, plugins, and core functionality.
  • Familiarity with support and community forums (e.g., WordPress.org forums).
  • Understanding of how support tickets systems work.

Support Level 2

In-depth technical support. Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by Support Level 1. Knows well what each product does and does not do and what each feature does and thus can reply to any pre-sales questions about the products. Knows how to enable/disable each feature, and what is not the domain of our products but WooCommerce’s domain. Helps customers with general questions about the products and how to achieve some of their specific goals. May be able to identify, test and send ready-made code snippets related to the customer’s issue, but cannot create new code snippets or other custom code. Attempts to duplicate problems to confirm that they exist within the boundaries of our support services and to be able to request more relevant information when needed. Aggregate information about which issues are happening more frequently and works with Developer Level 1 to define what issues needs documentation. Also works with Product Owner to identify and report opportunities for new features or products based on customers feedback. Escalates the ticket to Developer Level 1 when new code snippets or custom code might be needed or when changes to the product itself might be needed.

Problems solved by the role

  • Resolve most support request that do no require code changes.
  • Resolve more complex support requests, which do not require code changes.
  • Define ready-made solutions for common issues, which do not require code changes.
  • Help customers achieve specific goals, might use solutions that include ready-made code snippets.
  • Confirm that issues can be reproduced before escalating to a developer.

Activities and responsibilities

  • In-depth technical support with deep knowledge of the products capabilities.
  • Answer pre-sales questions about the product’s featuers and compatibility with 3rd-party components.
  • Understand customer needs with minimal information provided.
  • Ensure that all relevant information or needed files are provided before escalating the problem to a developer.
  • Collect feedback from customers and aggregate information about recurring issues and opportunities for new featues and products.
  • Create descriptive documentation about existing features, with instructions for how to use them.
  • Ensure that all support requests are added to the tasks management system.
  • Keep support request tasks status up to date whenever new interactions from customers happen, for tickets assigned to self, and Support Level 1 team members when reporting to self.
  • Close support requests after some time of inactivity (14 days or more).

Interactions with other roles

  • Supervise Support Level 1 team members, when assigned.
  • Define ready-made solutions for common issues, which do not require code changes, to be used by Support Level 1.
  • Escalates issues to Developer Level 1 when code snippets, custom code or changes to the product’s code is needed.
  • Report to Product Owner the aggregated information about recurring issues and opportunities for new features and products.

Necessary skills

  • All skills of Support Level 1.
  • Deep understanding of the WordPress and WooCommerce ecosystems, including themes, plugins, and core functionality.
  • Strong analytical skills to diagnose and solve issues effectively.
  • Creative thinking to provide alternative solutions when necessary.
  • Ability to manage multiple support requests and prioritize tasks effectively.
  • Strong organizational skills to keep track of ongoing issues and follow up as needed.
  • Ability to explain technical concepts in a clear, concise, and patient manner.
  • Experience with debugging tools like Browser Developer Tools.
  • Ability to read and understand HTML and CSS to diagnose front-end issues.
  • Ability to create and maintain clear, helpful documentation for customers, including taking screenshots and making annotations according to the patterns defined for the project.

Developer Level 1

Expert product knowledge and hands-on technician with programming knowledge. Can understand the customer needs with minimal information provided and can ask for more relevant information if needed. Attempts to duplicate problems and define root causes, using product designs, code, or specifications. Can devise solutions to the customer’s problem without the need for custom code, but can also create new code snippets for simple customizations if needed. Can implement fixes to the products code as compatibility integrations but do not make changes to the core parts of the product. Writes documentation around known issues, solutions to common problems and customizations that are possible with simple code snippets. Works with Product Owner to identify and prioritize which issues need code fixes.

Problems solved by the role

  • Fix compatibility issues with 3rd-party themes and other plugins.
  • Help customers achieve specific goals, specially when using code snippets is necessary.
  • Create detailed documentation about known compatibility issues and integration options.

Activities and responsibilities

  • Attempt to reproduce the issues and identify the root causes and solutions.
  • Interact with customers to request for more relevant information if needed.
  • Communicate to customers when issues are resolved, sending them beta versions before the fixes are official released.
  • Fix compatibility issues with 3rd-party themes and other plugins ensuring full compatibility, and not only what was reported by the customers.
  • Define ready-made solutions for common issues, specially when using code snippets is necessary.
  • Manage separate branches and pull requests, one for each component.
  • Write detailed documentation about known issues that cannot be solved yet and the available alternative solutions.
  • Write detailed documentation about compatibility integration options.
  • Write detailed documentation about customizations that can be achieved with simple code snippets.

Interactions with other roles

  • Define ready-made solutions for common issues to be used by Support Level 2 and 1, whether code snippets are required or not.
  • Escalates issues to Developer Level 2 when changes to core parts of the product’s code is needed.
  • Works with Product Owner to identify and prioritize which compatibility issues need to be fixed next.

Necessary skills

  • Excellent written communication skills to interact with customers of varying technical expertise, and with other team members.
  • Precision in writing clean, maintainable, and well-documented code.
  • Thorough testing and quality assurance practices.
  • Familiarity with and adherence to the WordPress coding standards and best practices.
  • Proficiency in programming languages PHP and Javascript (ES5). ES6 and React knowledge is a bonus.
  • Solid understanding of programming languages PHP and Javascript (ES5). ES6 and React knowledge is a bonus.
  • Solid understanding of how CSS works: how specificity of CSS selectors are calculated and how styling properties are applied.
  • Deep understanding of the WordPress and WooCommerce ecosystems, including themes, plugins, and core functionality.
  • Deep understanding and knowledge of the filter and action hooks available in the ecosystem for extending functionality.
  • Understanding of how WordPress templates files work and how to interact with them, and the differences of how these templates work within the Fluid Checkout framework.
  • Understanding of how to make plugins translation-ready using the WordPress internationalization functions.
  • Expertise in using Git for version control, including branching, merging, and pull requests.
  • Understanding of common security vulnerabilities (e.g., XSS, CSRF, SQL injection) and how to prevent them.
  • Knowledge of sanitizing and validating data properly.
  • Strong analytical skills to diagnose and solve issues effectively.
  • Creative thinking to provide alternative solutions when necessary.
  • Ability to manage multiple support requests and prioritize tasks effectively.
  • Strong organizational skills to keep track of ongoing issues and follow up as needed.
  • Ability to explain technical concepts in a clear, concise, and patient manner.
  • Proficiency with debugging tools and techniques for both PHP and JavaScript.
  • Expertise in debugging tools like Browser Developer Tools.
  • Knowledge of WordPress debugging (using WP_DEBUG, PHP error logs).
  • Ability to create and maintain clear, helpful documentation for customers, including taking screenshots and making annotations according to the patterns defined for the project.

Development

Developer Level 2

Expert developer with deep technical knowledge of the product. Is able to make changes to the core parts of the product without causing issues with its many features and integrations with other components, and can develop new features with or without formal specification.

Problems solved by the role

  • Make changes to the core parts of existing products.
  • Expand the market we serve by creating new features for existing products, entire new products, or creating the tools needed for providing new services.
  • Create detailed documentation about new features, products or services.

Activities and responsibilities

  • Analyze new feature requests with minimal information provided and define what changes are needed to create that new feature.
  • Work with Product Owner to prioritize, and decide what and how new features will be built and what needs to be create as a new product.
  • Fix compatibility issues with 3rd-party themes and other plugins, ensuring full compatibility, for those issues that Developer Level 1 was not able to fix.
  • Interact with customers to requests for more relevant information if needed.
  • Manage separate branches and pull requests, one for each component compatibility or new feature.
  • Write detailed documentation about changes made to core parts of the product which might affect customizations made by customers on their websites, other of our own products, or other components.
  • Write detailed documentation about new features.
  • Write detailed documentation about new products or tooling for new services.

Interactions with other roles

  • Works with Product Owner to prioritize new features, and decide what needs to be created as a separate product.

Necessary skills

  • All of Developer Level 1.
  • Deep understanding of programming languages PHP and Javascript (ES5). ES6 and React knowledge is a bonus.
  • Deep understanding of all aspects of CSS styling language.
  • Knowledge of WordPress database functions and the WP_Query class.
  • Familiarity with MySQL, including writing efficient queries and understanding database schema.
  • Knowledge of techniques for optimizing plugin performance, including caching, minimizing database queries, and efficient code practices.
  • Deep understanding and knowledge of the filter and action hooks available in the ecosystem for extending functionality, and how to create new hooks on our products to make them extensible.
  • Understanding how to ensure plugins work seamlessly with a variety of themes and other 3rd-party plugins.
  • Knowledge of developing plugins that extend or integrate with WooCommerce and other widely-used plugins.

Product Owner

Knows all the ins and outs of the product. Usually the initial creator or developer of the product or a developer with enough knowledge of the product to act as such. Defines and prioritize what new features need to be added to the product based on severity, impact, urgency and opportunity for growth of the product. Define instructions to be followed by Developers and Support technicians. Works with Support Level 2 for identifying opportunities for new features or products, with Developer Level 1 for prioritizing support tasks which require code changes, with Developer Level 2 to prioritize development of new features, and may work with other Product Owners to coordinate integrations between products.

Problems solved by the role

  • Decide the direction for new development of the plugin, what will be done and when.
  • Lead the development and support team to ensure a positive customer experience.
  • Be responsible for all the code produced, merginging only what is ready for production use and ensuring secure, clean, maintainable, and well-documented code.
  • Manage product versions, creating beta versions and releasing official updates.

Activities and responsibilities

  • Manage and prioritize tasks related to the product.
  • Coordinate and integrate the product team.
  • Launch new versions of the product.
  • Merge code created by Developer Level 1 and 2.
  • Create beta versions of the plugins with fixes for specific customers
  • Communicate directly with customers about available beta versions with the fixes, or delegate this task to Support Level 2 and ensure customer receives the communication
  • Review code created by Developer Level 1 and 2, detailing what needs to be changed and why, with the goal to educate developers about those issues so the errors are not repeated.
  • Create code repositories for new products.

Interactions with other roles

  • Interact with all team members to manage tasks and define priorities.
  • Work with Marketing to define the marketing strategy and provide the necessary information about the product.

Necessary skills

  • All of Developer Level 2 and 1. Although not all activities related to those skills will be executed by this role, this professional needs to understand the steps and processes of what each of the team members are producing.
  • Commitment to delivering value to the customer.
  • Understanding of product lifecycle management.
  • Strong leadership skills to guide the team and make informed decisions.
  • Ability to make decisions based on quantitative and qualitative data.
  • Knowledge of market research and user feedback techniques.

Marketing

Marketer

Creates new content for the website to showcase the products (product pages or blog). Writes promotional detailed documentation about the products features and what can be accomplished with them. Send out information about new features and/or important changes to existing customers (transactional) or the email list (promotional). Analyze the content of the website with help of SEO software (Semrush) and improve it by implementing changes suggested by the software. Create ideas for what we can do to reach more people, sell more and convert non-paying customers into paying customers.

Problems solved by the role

  • Create the marketing content for the website, with the goal to “sell” the benefits of the products.
  • Keep customers updated with the latest relevant information.
  • Make the products known to potential customers, reach more people with our message.
  • Unobtrusively convert non-paying customers into paying customers.

Activities and responsibilities

  • Create and change content of the main parts of the website.
  • Create new pages on the website about specific features of products, with the intention to “sell” the features benefits, as opposed to describe what it does.
  • Write and send transactional email messages about changes to the product that might affect the customer’s website or their account with us.
  • Write promotional email messages about new features, products or price changes, with the intention to sell more of our products to our mailing list.
  • Analyze and change the content of the website to optimize it for search engines (SEO), based on data extracted from market and keywords research, or suggestions from Semrush.
  • Write high-quality informative content (blog posts in extended format, product descriptions, tutorials and case studies) to addresses specific customer needs related to the problems solved by our products, with the intention to convert the website visitors into paying and/or non-paying customers.
  • Create images and video content, such as tutorials and product demos, to engage the audience.

Interactions with other roles

  • Work with Product Owner to define the marketing strategy and get the necessary information about the product.

Necessary skills

  • Excellent written communication skills (English US).
  • Commitment to delivering value to the customer.
  • Excellent skills in articulating ideas and product benefits clearly and persuasively.
  • Ability to develop a content strategy that aligns with the commitment to delivering value to the customer.
  • Ability to analyze data and generate actionable insights to improve marketing strategies.
  • Knowledge of market research techniques.
  • Knowledge of SEO techniques and understanding of the Semrush platform.
  • Solid understanding of the WordPress and WooCommerce ecosystems, including themes, plugins, and core functionality.
  • Ability to write clear, helpful information for customers, including taking screenshots and making annotations according to the patterns defined for the project.
  • Ability to create high-quality content, including blog posts, product descriptions, tutorials, and case studies.
  • Skills in creating and managing email campaigns using tools like FluentCRM and Mailchimp, or other similar platforms.
  • Basic knowledge of graphic design tools like Sketch App for creating marketing materials.
  • Experience with managing and promoting content on social media platforms.

Administrative

Administrator

Responsible for general management of the company and the team, and for administrative tasks such as payments to the team, purchases of software and equipment, filing invoices to accounting.