6 days ago Be among the first 25 applicants
At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community.
By joining our team, you'll play a pivotal role in helping developers succeed and thrive in their work.
Customer Success & Support at Laravel
- Resolve Issues Efficiently: Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forward
- Foster Positive Relationships: Communicate with warmth, professionalism, and a genuine desire to assist
- Apply Technical Expertise: Dive deep into complex technical issues, leveraging our knowledge to troubleshoot and guide customers to success
- Empathize and Support: Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.
The Role
- Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses
- Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first‑contact resolution while being prepared to handle complex or challenging cases
- Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements
- Escalation Management: Recognize and escalate issues that require higher‑level intervention, ensuring seamless hand‑offs and quick resolutions
- Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment
- Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high‑quality support
- Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support
Success Metrics
- Maintaining a 96%+ customer satisfaction rating
- Resolving 80% of tickets within the first response
- Meeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements
Requirements
- At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products
- Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- A customer‑first mindset with demonstrated patience, empathy, and a genuine desire to help
- Experience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audience
- Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base
Technical Expertise
- Solid understanding of web application hosting and infrastructure
- Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis
- Comfortable working in a terminal environment to resolve customer issues directly on their servers
- Familiarity with Ubuntu server management and debugging processes
- Knowledge of PHP and the Laravel framework
- Understanding of cloud computing concepts and providers; experience with AWS is a bonus
All applications, including resumes and cover letters, must be submitted in English.
Applications in other languages will not be considered.
Benefits
- Fully remote and globally distributed working environment
- Option to attend Laracon conferences around the world
- Paid time off (Vacation, Sick & Public holidays)
- Family leave (Maternity, Paternity)
- Company equity
- Welcome kit with custom Laravel swag
Seniority Level
Employment Type
Job Function
- Customer Service
- IT Services and IT Consulting
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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