Before Kathryn Pressner became a WordPress.com Happiness Engineer (our name for customer support specialists), she spent several years as a freelance website designer, charging clients to build sites with customized WordPress themes.
Though she had the chops — “my job took a lot of technical skill,” she says — she realized the inherent inefficiencies in her line of work. “To build a site designed from scratch that matches the brand and has custom features, the cost can add up,” she says. “And some business owners I worked with never became comfortable with…
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