When interviewing someone for a Customer Delight or Support Specialist role, especially in the WordPress ecosystem, I’m not looking for a walking documentation archive.
The role demands technical awareness, yes — but more importantly, it requires clarity of thought, empathy for users, and comfort working in ambiguity.
Over time, I’ve learned to focus less on what candidates know by heart and more on how they approach problems they haven’t seen before.
Understanding the WordPress Ecosystem
One of the first things I try to understand is how familiar a candidate is with the WordPress ecosystem.
I don’t expect them to know every hook, filter, or edge case. But I do expect a basic mental model:
- What WordPress is at its core
- How themes, plugins, and the dashboard work together
- Where users typically get stuck
This baseline matters because it shapes how someone reasons through issues — even when they don’t have an immediate answer.
Comfort With “Not Fully Technical” Problems
Most support queries aren’t deeply technical.
They sit somewhere between configuration, expectations, and misunderstanding. I pay close attention to how candidates handle these gray areas.
Do they jump straight into fixes?
Or do they first try to understand what the user is actually trying to do?
In support, solving the wrong problem quickly is still a bad outcome.
Empathy for the User Base
Astra and Brainstorm Force products are used by a wide range of customers — from first-time site builders to experienced professionals.
I look for signals that a candidate can adjust their language and approach based on who they’re helping. Empathy here isn’t about being polite — it’s about being patient, clear, and respectful of different levels of understanding.
Good support makes users feel confident, not overwhelmed.
How They Break Down Explanations
I pay close attention to how candidates explain things.
Can they:
- Break a complex idea into simple steps?
- Avoid unnecessary jargon?
- Anticipate where a user might get confused?
Support is as much about communication as it is about problem-solving. Clear explanations reduce follow-ups and build trust.
Approach to Learning and Documentation
In the WordPress support world, no one knows everything.
What matters is whether someone knows how to learn:
- Are they comfortable checking documentation?
- Do they verify before responding?
- Do they think about how their answer might scale to future users?
Strong support specialists don’t just solve tickets — they improve the system over time.
How They Handle Pressure and Volume
Support environments can be unpredictable.
I listen for how candidates talk about:
- Handling multiple conversations
- Staying calm when users are frustrated
- Asking for help when needed
Sustainable support isn’t about heroics. It’s about consistency and good judgment under pressure.
What I’m Really Evaluating
At the end of the interview, I’m less concerned about perfect answers and more interested in alignment.
I’m trying to understand:
- Can this person think clearly in the WordPress ecosystem?
- Can they empathize with real users?
- Can they grow into the role without being overwhelmed?
Technical skills can be taught.
Curiosity, empathy, and clarity are much harder to train.
A small closing thought
Great customer delight work often goes unnoticed when it’s done well.
But when it’s done thoughtfully, it shapes how users feel about the product long after the issue is resolved.
That’s the standard I look for.