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The Human Side of WordPress: Seahawk’s Approach to Hiring CSMs

Written By: author avatar Nnenna
author avatar Nnenna
Hello! I am Nnenna Ukabi, a Communication Specialist with a degree in Mass Communication and additional learning from a French institution.
The-Human-Side-of-WordPress-Seahawks-Approach-to-Hiring-CSMs

At Seahawk, WordPress expertise goes beyond just technical knowledge, it’s about connecting with people, understanding their needs, and providing exceptional service. While WordPress development and support may seem like a purely technical field, the human side of it makes all the difference.

Let’s point the candlelight on how our approach to hiring and training Customer Success Managers (CSMs), tech support specialists, page builders, WP pros, and UI developers sets the industry standard and makes Seahawk stand out in a crowded digital landscape.

Building a Skillful Team

Building a Skillful Team

When hiring for positions like CSMs or any other WordPress role, the search is not for someone who can solve a problem with a few lines of code. It’s a search for team members who embody the perfect blend of technical proficiency and human empathy. After all, at Seahawk, it’s not just about offering services, we’re offering experience. The hired CSMs aren’t just problem solvers; they are ambassadors, building relationships with clients and ensuring their needs are met at every step.

From the moment a new candidate applies, there is a focus at their technical expertise and their ability to communicate effectively. Do they possess the problem-solving skills necessary for WordPress troubleshooting? More importantly, can they communicate those solutions clearly and empathetically to clients who may not have a technical background? We believe that great communication is just as important as technical knowledge when it comes to customer service.

Check this out: Not Just Employees – How Seahawk Creates WordPress Leaders

The Process of Hiring CSMs: World-Class Talent

The hiring process isn’t quick or easy, it’s designed to ensure that candidates are selected based on a variety of criteria:

  1. Technical Skills: For CSMs, there is a need to be certain that they have a deep understanding of WordPress and its ecosystem. Whether it’s troubleshooting technical issues, building custom themes, or optimizing a site’s performance but ensuring that they’re not only familiar with WordPress but truly understand its potential and limitations.
  1. Communication Skills: When working with clients, their experience is shaped by how well they explain complex concepts in a way that’s accessible and easy to understand. Whether over the phone, via chat, or through email, they can make a technical solution feel simple and understandable.
  1. Cultural Fit: Technical skills can be taught, but attitude and personality are harder to change. Hence, the search for team members who share the company’s values, collaboration, innovation, and commitment to excellence.
  1. Customer-Centric Mindset: This is where the “human side” of WordPress comes into play. Team members who genuinely care about helping people. The CSMs at Seahawk need to have a strong sense of empathy, understand the customer journey, and be proactive in anticipating client needs.

World-Class Training That Makes a Lasting Impact

Once the right team members have been selected, they go through a comprehensive training program that covers everything from WordPress fundamentals to the soft skills needed to excel in customer-facing roles.

The training process is not just about reading documentation or learning the latest WordPress plugin, it’s about immersing new hires in real-world scenarios where they’ll need to solve problems quickly, efficiently, and with a positive attitude. Making sure CSMs know how to troubleshoot a variety of issues and are equipped with the knowledge to provide high-quality support for clients.

Seahawk’s training program is built to foster continuous learning. Knowing that the world of WordPress is always evolving, That’s why the team is encouraged to keep learning in order to stay at the forefront of the industry.

Read More: Why Seahawk’s Department Syncs Are Like Coffee Breaks (But Better)

The Human Connection

The Human Connection - Seahawk's Approach to hiring CSM

It’s not just about getting the job done, it’s about doing it in a way that leaves a lasting, positive impact on the client. As a CSM or WordPress expert at Seahawk, the job isn’t just about fixing websites, it’s about creating an exceptional experience for every single client. Customers should know that their needs are being heard and their problems are being solved by people who care about their success.

This focus on the human side of WordPress ensures that clients receive not just technical solutions, but the best possible customer experience.

Conclusion

The goal at Seahawk is more than just delivering services rather creating lasting relationships, building trust, and ensuring that our clients feel heard, valued, and supported. The hiring and training processes reflect that commitment to excellence, which has helped establish a reputation as leaders in the WordPress industry.

If you’re looking for a WordPress partner who combines world-class expertise with a human touch, then look no further than Seahawk. Our CSMs and WordPress professionals are ready to help you achieve your goals, one thoughtful, expertly executed solution at a time.

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