WEBSITE SUPPORT SPECIALIST

Overview

As a part-time Web Support Specialist, you'll be the first point of contact for our clients when they need help with the websites we build, host, and maintain. During business hours, you'll take in support requests, gather the details needed to resolve them, keep clients informed with clear and timely communication, and coordinate with our development team on anything that requires a code change. Your goal is to give every client a fast, professional, and reliable support experience. Working onsite, off-site, or hybrid is an option for qualified candidates.

You'll also work alongside AI-assisted tools that help draft responses and organize incoming requests — and you'll help us improve how that support process runs over time.

Responsibilities

• Serve as the first point of contact for client website support, primarily through requests submitted via our online support form.
• Review incoming tickets, gather any missing information, and confirm each request has the complete requirements needed to act on it.
• Respond promptly and professionally, keeping clients informed on status and next steps. You'll often start from an AI-drafted reply, then review, edit, and send it.
• Resolve straightforward requests directly, such as website content and CMS updates.
• Hand off requests that require code changes to the development team, with clear and complete context.
• Escalate complex, sensitive, or urgent issues to the appropriate team member.
• Keep accurate records of every request, action, and resolution in our work-tracking system (Asana).
• Coordinate with development, design, and other teams to resolve issues and improve client experience.
• Stay current on the websites, tools, and processes you support, so the information you provide is accurate.
• Contribute to support resources, including knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring issues and suggest proactive fixes or process improvements.
• Recognize and route hosting related issues, such as uptime, DNS, SSL, or email and domain problems, to the appropriate technical escalation queue.

Qualifications

• Experience in a customer support, client service, or helpdesk role — ideally supporting websites or software.
• Comfortable learning and working within content management systems (WordPress experience is a plus).
• Enough familiarity with how websites work (HTML, CSS, and general web concepts) to understand and triage issues and communicate clearly with developers. You will not be expected to write or fix code.
• Excellent written communication, with a talent for explaining technical topics simply to non-technical clients.
• Strong problem-solving skills and attention to detail — able to turn a vague request into a clear, actionable ticket.
• Organized and able to prioritize and manage a queue of requests during business hours.
• Comfortable using AI-assisted tools as part of a modern support workflow.
• Patience, empathy, and a client-first attitude.

Competencies

• Organization/Planning – able to bring order to chaos
• Self-Awareness / Feedback – able to accept feedback
• Team Player – works great with teams and contributes for the greater good
• Communication – excellent oral and written communication
• Customer Focus – strives to do what is best for the client over personal preference
• Judgement / Decision Making – able to make decisions with confidence
• Resourcefulness / Initiative – able to solve problems and find a way vs stopping at roadblocks
• Independence – able to work and act proactively to achieve team goals
• Adaptability – able to adapt to changing situations or projects
• Listening – able to actively listen, understand and act on conversations with accuracy
• Tenacity – able to finish what is started on time and on budget

Our Values

• Empowerment – seeks the best in others
• Generosity – freely gives of time, knowledge, and talent
• Excellence – strives for excellence in all aspects of work
• Creativity – able to bring new and creative ideas to any problem or challenge
• Passion – exhibits intense and contagious enthusiasm
• Joy – chooses positivity, encouragement, and authenticity

Performance Scorecards

• Average resolution time
• First-contact resolution rate
• Customer satisfaction score (CSAT)
• Support-form intake rate — the share of requests captured through the official support form
• First response time — tracked at the system level, since after-hours requests receive an automated acknowledgment