Interview
Speaking with Women In Customer Support
The goal of this collaboration is to encourage women to join the customer support side of WordPress and giving them direction to move forward in this crucial role.
Women’s day is all about seeing and acknowledging the contributions of Women across the world. It’s about representation.
Over the last couple of years, we’ve seen campaigns around Women in WordPress. In those, we met incredible women who are founders, marketers, and developers.
With that said, there’s a serious lack of voice when it comes to customer support within WordPress. That reality unavoidably impacts the representation of Women in Customer Support as well.
This feature is an ode to the remarkable women that contribute through customer support. The passion they have for helping people and WordPress. Their thoughts and their contributions. We thank the participants who shared their stories with us and in turn to our best intentions helped build new stories for the women of tomorrow.
– Editorial
Women in Customer Support
The board of women helping people make the most of WordPress
Inspiring interviews
Zeba Afia Shama
Q1: Share your story of how you started with WordPress and why you chose customer support?
After graduating, I wanted to learn responsive website design, so I took an online course where I was introduced to WordPress. Initially, I thought it was just a simple drag-and-drop tool. However, when I started my first job as a WordPress development intern, I quickly realized that WordPress was much more than that. I discovered its versatility, the vast ecosystem of plugins and themes, and the endless possibilities it offered beyond just drag and drop.
After working as a WordPress developer for two years, I joined WPDeveloper as a WordPress Support Engineer. My initial goal was to learn more about different products, but I never imagined how massive and vibrant the WordPress community truly was. It felt like an entirely separate world!
One of the turning points in my journey was attending my first WordCamp in Sylhet. It was an incredible experience—meeting like-minded professionals, learning from amazing speakers, and, of course, enjoying all the swags, gifts, and stalls showcasing various plugins, themes, and hosting solutions. That event gave me a deeper understanding of the industry and fueled my passion even more.
I also had the opportunity to contribute to WordPress 6.2 (Dolphy) and many other releases, which made me feel even more connected to the community. Before joining WPDeveloper, I had no idea such a large, fun, and supportive IT community existed. But now, I can’t imagine my career without it!
Q2: Briefly describe your experience as a woman working in WordPress customer support?
Working as a woman in WordPress customer support has been an empowering journey. The community is welcoming, diverse, and incredibly supportive. While tech is often seen as male-dominated, I’ve found WordPress to be an inclusive space where skills and contributions matter more than anything else. Engaging with users, solving problems, and helping businesses grow has been rewarding. Attending WordCamps and contributing to core projects have further strengthened my confidence. There are challenges, of course, but the supportive ecosystem, amazing colleagues, and the ever-growing WordPress community make it an exciting and fulfilling career path for women in tech.
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Absolutely! Working in WordPress customer support allows me to have a direct and meaningful impact on the community. Every day, I help users solve issues, optimize their websites, and better understand WordPress products, enabling them to grow their businesses or projects. Beyond troubleshooting, I contribute by sharing knowledge, guiding new users, and even shaping product improvements based on real-world feedback
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
Fortunately, my experience in WordPress customer support has been mostly positive. The community is generally welcoming and professional, and I’ve had the privilege of working with supportive colleagues and users. However, like in any industry, there have been occasional challenges—such as customers underestimating my technical expertise or moments of unprofessional behavior. While such incidents can be frustrating, I focus on maintaining professionalism and confidence in my skills.
Q5: Do you think customers are less willing to accept solutions from a female representative?
Actually, I think it’s the opposite! In my experience, customers are often very appreciative and supportive. I’ve even noticed that they tend to leave more positive reviews and five-star ratings. Of course, there might be occasional biases, but overall, professionalism, expertise, and helpfulness matter more than gender. As long as I provide clear solutions and excellent support, most customers respond with gratitude and respect.
Q6: Name one of the best and worst aspects of your job as a customer support rep.
Best: The satisfaction of helping people and solving their problems. It’s rewarding to see customers
happy when their issues are resolved, and knowing that my support makes a real impact.
Worst: The 24/7 nature of customer support can be tough. There’s no fixed schedule, and since our clients are global, we often have to work during public holidays, including government and Eid holidays. Even on off days, spending 2-3 hours assisting customers is sometimes necessary.
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
I think customer support is an essential part of the WordPress ecosystem, but it doesn’t always get the attention it deserves. While there are discussions about development, design, and marketing, support often takes a backseat. However, productive conversations do happen—especially in forums, WordCamps, and community discussions—where support teams share best practices, challenges, and ways to improve user experience. I believe there’s always room for more structured conversations around support strategies, mental well-being for support teams, and the impact of quality support on product success. A stronger focus on this would benefit both users and businesses.
Q8: What does career progression look like for you in customer support?
Career progression in customer support can take multiple paths, depending on skills and interests. For me, it’s about growing beyond just solving tickets—gaining deeper product knowledge, improving communication skills, and understanding user behavior. Over time, this can lead to roles like Support Lead, Product Manager, Customer Success Manager.
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
To make customer support in WordPress more welcoming and inclusive for women, I believe a few key things can help:
◦ More Representation & Leadership
◦ Supportive Work Culture
◦ Community & Networking Opportunities
◦ Awareness & Advocacy
Charina Acuar
Q1: Share your story of how you started with WordPress and why you chose customer support?
I got into WordPress when I joined GoDaddy as a Web Advisor. Back then, I was doing basic troubleshooting with cPanel, DNS, and WordPress, and it got me curious about how it all worked. That curiosity led me to start exploring WordPress more deeply. When I joined HostGator in 2019, I took it up a notch and built my own website. It was a fun and straightforward experience, which made me realize how user-friendly and powerful WordPress is.
Q2: Briefly describe your experience as a woman working in WordPress customer support?
In my experience, most of the customer support teams I’ve worked with are predominantly male. Being one of the few women in WordPress customer service was challenging at first, but I’ve come to see it as an advantage. I believe women often bring a softer touch and a caring approach to customer interactions, which makes us particularly effective in understanding and addressing customer needs.
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Absolutely! Without customer support in WordPress, many users would feel lost. While WordPress is known for being user-friendly, there are times when users encounter deeper, more complex challenges. That’s when customer support steps in to guide them, especially during critical moments like website errors or crashes. Being able to help users navigate these tough situations and get their websites back on track makes a significant impact on the WordPress community.
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
As a woman in customer support, I’ve had my share of challenges, including dealing with unprofessional behavior from both customers and colleagues at times. Sadly, things like harassment and discrimination still happen in this field. But over time, I’ve learned how to handle those situations professionally while standing my ground.
Q5: Do you think customers are less willing to accept solutions from a female representative?
Honestly, I don’t think most customers care about whether the representative is male or female as long as their issue is resolved. That said, there are times when biases come into play, whether intentional or not. Some customers might hesitate at first or seem doubtful, but I’ve found that being clear, confident, and helpful quickly earns their trust. At the end of the day, it’s all about providing the right solutions and good service.
Q6: Name one of the best and worst aspects of your job as a customer support rep.
One of the best parts of my job as a customer support rep is helping people solve their issues and seeing how happy or relieved they are when it’s all sorted out—it’s super rewarding. At the same time, I’m always learning new things along the way. Every issue is different, and it gives me a chance to dive deeper into the product and figure out new solutions. On the flip side, one of the toughest parts is dealing with frustrated or difficult customers. It can definitely be challenging, but I’ve learned to stay calm and focus on solving the problem, which usually helps turn things around.
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
I think most people focus more on improving the technical side of WordPress and less on enhancing the customer experience. Customer support plays a huge role in helping users get the most out of WordPress, so I really think it deserves more attention.
Q8: What does career progression look like for you in customer support?
For me, career progression in customer support means growing both personally and professionally. I want to keep learning more about the products I work with and get better at solving problems to help customers even more effectively. Over time, I’d love to take on more responsibility, like mentoring new team members, leading a team, or improving processes to enhance the customer experience. I see customer support as a great foundation for building leadership skills and making a bigger impact in the company.
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
To make customer support in WordPress more welcoming for women, there should be better representation in leadership and mentoring roles. It’s also important to create a respectful environment where everyone feels valued. Women should have more opportunities to learn and grow in the technical aspects of WordPress, which would help expand their skills. Building a supportive community can go a long way in helping women feel appreciated and included.
Cheska Sarmiento
Q1: Share your story of how you started with WordPress and why you chose customer support?
For me, it was the other way around. I was in customer support first before getting into WordPress.
I graduated with a Bachelor of Science in Accountancy, but after finishing my degree, I wasn’t sure what career path to take. One day, I came across a job ad for a customer support position near my area. It seemed like a good opportunity, so I gave it a shot. I ended up staying in that role for three years, but when the company was acquired, several employees, including myself, were let go. That experience taught me that no company is truly stable, no matter how secure it seems.
That’s when I decided to try freelancing. I found a job posting for a support engineer role, and it just so happened to be about WordPress. At the time, I had very little knowledge about it, but LevelUp, the agency I’m with, gave me a chance and trained me. Looking back, I feel like I didn’t choose WordPress, it chose me.
Now, I love my job, my company, and the WordPress community. I’m still learning every day, and I’m grateful to be here!
Q2: Briefly describe your experience as a woman working in WordPress customer support?
Working in customer support has been a great experience. I started with little knowledge, but with training and support, I learned and grew. There are challenges, like handling tough customers and keeping up with changes, but I believe they’re the same for everyone, regardless if you’re a woman or a man.
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Yes! Being in customer support allows me to assist users with their issues, improving their experience and making things easier for them. As my boss, Katie Keith, mentioned in her talk at WordCamp Asia 2025, excellent support builds your reputation, earns positive reviews, and reduces refunds. I’m proud to be part of that impact!
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
No. My team and the WordPress community have always been professional and respectful.
Q5: Do you think customers are less willing to accept solutions from a female representative?
No, I haven’t noticed that. Probably because I see myself the same as any other support representative.
Q6: Name one of the best and worst aspects of your job as a customer support rep.
One of the best parts of my job is helping customers and knowing I’ve made their experience better. It’s also great that I have the chance to attend WordCamps, where I can learn, connect, and grow in the WordPress community.
The hardest part is dealing with difficult customers, especially when they use bad or curse words. It can be challenging, but I’ve learned to stay patient and focus on finding solutions.
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
I think there are discussions about customer support in the WordPress community. But maybe there could be more focus on how good support helps businesses grow and build trust.
Q8: What does career progression look like for you in customer support?
For me, growing in customer support means learning more, taking on bigger tasks, and helping improve the support team. I’d love to keep learning, maybe become a senior or team leader, and keep making a difference for customers.
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
I think customer support in WordPress is already welcoming, but more women could be encouraged to join through mentorship, training, and highlighting their success stories. A supportive community, equal opportunities, and a positive work environment can help make it even more inclusive for everyone.
Nikki
Q1: Share your story of how you started with WordPress and why you chose customer support?
Funny thing—I barely knew WordPress when I started. I had zero WP experience, just heard about it in passing.
My partner, who worked for Barn2, convinced me to apply almost five years ago. Katie took a chance on me, even though my WordPress knowledge was non-existent. Thankfully, I had a solid background in customer support and got all the help I needed.
The learning curve? Steep. Even now, I wouldn’t call myself an expert, but hey, I’ve come a long way—and I’m still learning every day!
Q2: Briefly describe your experience as a woman working in WordPress customer support?
Every day is a learning experience! Some days are tough, especially when dealing with highly technical customers—developers can be a challenge. But it’s always rewarding, and I love seeing more women getting involved in WordPress. The community is growing, and that’s awesome!
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Absolutely! It’s rewarding to know that I get to help people, whether they’re new to WordPress or seasoned users. The community keeps growing, and it’s fulfilling to be part of that journey.
Working at Barn2 has made it even more interesting—we have a lot of plugins with different functionalities, so there’s always something new to learn. Sometimes, I even surprise myself—like, ‘Oh, I actually know this term!’ or ‘Wow, I get how this works now!’ It’s a great feeling.
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
Never from my colleagues or from other women—thankfully, we have such a supportive and helpful community. There have been rare instances where customers were difficult, but not because I’m a woman—just the usual challenges of support. There are still things I don’t fully understand at times, but luckily, I have an amazing team at Barn2 I can always count on for help!
Q5: Do you think customers are less willing to accept solutions from a female representative?
Nope, thankfully! In my experience, as long as you provide the right solution, customers are happy— doesn’t matter if you’re a man or a woman. It’s all about solving the problem!
Q6: Name one of the best and worst aspects of your job as a customer support rep.
Best: I get to learn something new every day—never a dull moment!
Worst: Some tickets are tough and need escalation or time to fix, but some customers want an instant solution. That can be stressful, and I do get anxious at times. But hey, that’s part of the job!
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
Honestly, no. There’s plenty of discussion around updates, features, and development, but not nearly enough about customer support. Support plays a huge role in the ecosystem, and I think more productive conversations around it would benefit everyone.
Q8: What does career progression look like for you in customer support?
For me, career growth in customer support can mean leveling up to a senior role, specializing in certain areas, or even moving into leadership like a support manager. It could also lead to roles in product management, training, or customer success—lots of possibilities!
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
Honestly, yes! WordPress is already very inclusive. I do see more men, especially at WordCamps, but it’s great to see more women getting involved. The number is growing, and that’s exciting!
Keza Marie Enriquez
Q1: Share your story of how you started with WordPress and why you chose customer support?
I started as a blogger for my travel website awanderfulsole.com. As I learn more about WordPress, I started to love it even more. Being in the customer service industry for so longer, I didn’t hesitate when an opportunity to support WordPress products came my way. I guess it was a no brainer since I really love this platform.
Q2: Briefly describe your experience as a woman working in WordPress customer support?
It’s fun and inspiring especially when I see that a lot of other women are involved not just a support but as leaders.
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Yes! As a customer support, I feel like I’m a frontliner who has this big responsibility over my shoulders.
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
None so far and I’m grateful to my colleague for making me feel that my contribution as a woman in tech bears equal weight.
Q5: Do you think customers are less willing to accept solutions from a female representative?
I haven’t had such experience before.
Q6: Name one of the best and worst aspects of your job as a customer support rep.
Best: It’s fulfilling in a sense that I get to encounter different things on a daily basis. My job is like an adventure and not just a routine.
Worst: Not being paid enough
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
Lots of talks here and there but I feel like if we want to really bring together women in WordPress and make them feel that they’re supported then perhaps we can have conventions, more meetups, something like that.
Q8: What does career progression look like for you in customer support?
I’m thinking of maybe becoming a trainer or leading a team.
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
In my opinion, making customer support in WordPress more welcoming and inclusive for women involves creating a culture where everyone feels safe to voice their opinions and ask for help is crucial, having more women in leadership roles or as mentors in the WordPress community would encourage others to see that career progression is possible for women as well, creating networking opportunities and support groups specifically for women in WordPress, etc
Farjana Rahman
Q1: Share your story of how you started with WordPress and why you chose customer support?
I got into WordPress because of my brother who worked with it, and that made me curious. When I started exploring, I was amazed at how user-friendly it was to use. I built a website, and that got me even more interested. But as I kept learning, I realized WordPress is more than just a tool for making websites. It’s a whole community where you can meet people, share ideas, and grow.
As I was finishing my graduation, I was looking for a job. That’s when I saw that AuthLab was hiring Support Engineers. I applied, went through the exam and interview, and got the job! But to be honest, I didn’t know much about customer support back then. The company trained me, my brother helped a lot, and I spent a lot of time reading plugin documentation to learn. When you have the perfect knowledge about the product only then you can help a customer.
That’s how my journey as a Support Engineer began. It’s been both challenging and exciting. I love helping people solve problems and learning something new every day!
Q2: Briefly describe your experience as a woman working in WordPress customer support?
Being a woman in WordPress customer support has been both empowering and challenging. The tech industry can often feel male-dominated, but the WordPress community is welcoming and diverse. I’ve had the chance to connect with other women who are passionate about tech and helping WordPress users. It’s inspiring to see more women joining the field and making an impact!
Q3: Do you feel that your work in customer support allows you to have a significant impact on the WordPress community?
Yes, I believe my work in customer support allows me to have a significant impact on the WordPress community. By helping users solve problems and overcome challenges, I’m directly contributing to their success with the platform. Support isn’t just about fixing issues—it’s about giving users the confidence and knowledge to make the most of WordPress. It’s really satisfying to help frustrated users solve their technical issues and see them feel relieved and confident afterward. That’s one of the most rewarding parts of my job!
Q4: Have you faced harassment/discrimination or unprofessional behaviour from customers or colleagues working as a woman in customer support?
No, I’ve never experienced unprofessional treatment from customers because I’m a woman. It has never been an issue for me. My colleagues are also very cooperative and respectful, which has made my work environment really positive.
Q5: Do you think customers are less willing to accept solutions from a female representative?
No, I don’t think so. What matters most is the quality of the solution, not the gender of the person providing it. As long as the response is professional, clear, and helpful, customers appreciate the support they receive, regardless of who is offering it.
Q6: Name one of the best and worst aspects of your job as a customer support rep.
A great aspect of being a customer support rep is the ability to directly help people solve problems and make a positive impact on their day. On the flip side, the challenging part is dealing with frustrated or angry customers who may take their frustrations out on you, even if the issue isn’t entirely in your control. It can be tough, but I try to stay patient and understanding.
Q7: Do you believe there’s sufficient amount of productive conversations regarding customer support in the WordPress ecosystem?
Yes, there are discussions happening, but I believe there should be more. Customer support is such a crucial part of the WordPress experience, and it would be great to see even more focus on improving and sharing best practices within the community.
Q8: What does career progression look like for you in customer support?
For me, career progression in customer support involves both personal and professional growth. It means gaining deeper expertise about the product, improving problem-solving skills, and taking on more responsibility. This could involve helping train new team members, improving how we work as a team, or moving into leadership roles. Ultimately, I want to keep growing and learning while helping improve the support experience for both customers and my team.
Q9: What in your opinion would make customer support in WordPress more welcoming and inclusive for women?
To make customer support in WordPress more welcoming for women, it’s important to create a supportive and respectful environment where everyone’s contributions are valued equally. Encouraging women to take on leadership roles, offering mentorship, and having open talks about diversity can help a lot.
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