Mid-Level Customer Support (Night Shift)

Mid-Level Customer Support (Night Shift)

About the Role

We are seeking a mid-level Customer Support professional with a solid foundation in web-based products  and  a proven  ability  to  communicate  clearly  and  empathetically. The ideal candidate has at least two to three years of customer support experience, strong written English, and the judgment to handle complex customer issues independently.

You should be comfortable working with technology, understanding  website-related  concepts and using modern support tools. Most importantly, you should bring professionalism, ownership and a customer-first mindset to every interaction.

About Codewing

Codewing Solutions is a fast-growing product company based in Kathmandu.

Our  products  are  used  by  millions  of  people  in  over  165  countries—from  travel agencies to bloggers, coaches, and small businesses.

At  Codewing,  we  don’t  work  on  client  projects.  We  build  our  own global software products—and we keep growing.

Some of our most popular products include:

• Tripcart–A tour booking software (SaaS)
• WP Travel Engine–A travel booking plugin for SEO-optimized travel sites
• Rara Themes–A WordPress theme shop for small businesses
• Blossom Themes – Empowering women entrepreneurs with feminine WordPress themes
• WP Delicious–A comprehensive recipe plugin for creating food-related websites

Level and Compensations

Level: Mid-Level

Location: In-office at Codewing Solutions, Kathmandu during the training period, with the opportunity to transition to a work-from-home arrangement after moving to the night shift.

Positions Open: 1

Salary: 4.2–7.2 lakhs per year (CTC)

Key Responsibilities

• Provide customer support through email and live chat with professionalism and empathy
• Handle  customer  issues  end  to  end,  including  complex  scenarios  as  you gain product knowledge
• Identify recurring issues and customer pain points and report them to product and engineering teams
• Document internal findings and contribute to improving support workflows
• Maintain high-quality responses with accuracy, clarity and attention to detail
• Escalate issues appropriately when required
• Work across the entire Codewing product ecosystem and learn the products progressively
• Take ownership of customer conversations and ensure timely follow-ups and resolution

Note: This role does not involve onboarding calls, migrations or training junior team members at this stage.

Requirements

• Minimum two years of experience in customer support for a web-based product (freshers are encouraged to apply)
• Excellent written English that is clear, professional and grammatically accurate
• Strong communication skills with the ability to simplify technical topics for customers
• Experience using customer support tools such as Crisp, Helpscout, Zendesk, Intercom or similar
• Comfort working with websites and web technology, WordPress familiarity preferred
• Ability to work independently, show ownership and make sound judgments

Good to Have

• Background in computer science, IT or web-related fields
• Basic understanding of WordPress themes, plugins or site-building
• Experience supporting SaaS or global software products
• Ability to improve internal documentation or support processes

Work Schedule

• Training Period: Sunday to Friday, 10 AM to 6 PM (Day Shift)
• Post-Training: Sunday to Friday 10 PM to 6 AM (Night Shift)

Perks & Benefits

• Work with a passionate team that has a proven record of building world-class products
• Medical and Accidental Insurance
• Dashain Bonus
• Referral Incentives
• Free lunch and snacks
• Unlimited coffee and tea
• Flexible working hours
• Annual Performance Appraisal
• Performance Bonus
• Social Security Fund (SSF)
• 30 days paid leave annually
• Training and Engagement Programs (futsal, office trips, etc)
• Opportunities to attend local and international events

How to Apply

Please fill out the application form at the link below:

https://codewing.co/application-form/