Customer Support Associate (Junior Level)

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 do 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

• 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

WP Travel Engine and Tripcart are two of our flagship products: they help travel companies build their own SEO-friendly booking websites, manage bookings, and grow online. Think of it as Shopify — but for tour operators.

You’ll be joining the support team and working directly with the businesses that use them every day.

Customer Support Associate (Individual Contributor Level 1)

Location: In-office (Codewing, Kathmandu)

Positions Open: 2

Salary: NPR 250,000 – 500,000 (CTC per year)

About the Role

We’re looking for thoughtful, reliable, and curious people to join our Customer Support team for Codewing.

You’ll be the first line of communication with the travel operators who use our platform — answering questions, solving issues, and helping them succeed with their business.

This is an entry-level, full-time, in-office role — but it’s also a meaningful one. Our support team isn’t a call center. You’ll learn product thinking, sharpen your communication skills, and contribute directly to our customers’ success.

Who You’ll Work With

You’ll collaborate with our Support Lead and Onboarding Team. You’ll also work closely with Product, Engineering, and Design when surfacing bugs or improving the customer experience.

What You’ll Be Doing

• Replying to customer inquiries over email and live chat

• Troubleshooting product issues using internal tools

• Guiding users through setup (tours, pricing, payments)

• Writing or improving help docs and canned replies

• Escalating complex issues to senior team members

• Taking ownership of conversations and following through

What We’re Looking For

• Minimum 1 year experience (freshers are encouraged to apply) 

• Clear writing and communication skills

• A calm, empathetic tone — especially with frustrated users

• Reliability and attention to detail

• Curiosity — you ask why things work the way they do

• Drive to help — not just close tickets

What Success Looks Like (in 3–6 months)

• You independently handle 70% of incoming tickets

• Customers thank you for clarity and tone

• You improve at least one doc, macro, or workflow

• You flag trends or issues proactively

• You ask smart product questions, not just task-level ones

Requirements

• Fluent written English

• Ability to work from our Kathmandu office (Sunday–Friday)

• 8 hours/day with flexible schedule (typically 10 AM–6 PM)

• Comfortable using Google Docs, Chat apps, etc.

Nice to Have

• Experience with Crisp, Helpscout, Zendesk, Intercom, or other support tools

• Familiarity with WordPress or any CMS

• Experience supporting users of any web-based product

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/