Customer Support Specialist

Job Overview

This fully remote, self-employed contract role involves serving as the primary contact for client requests related to website management, maintenance, and support. You will triage issues, coordinate with internal teams, and ensure smooth communication without performing deep development work. Availability is required Monday through Friday, 9:00am to 5:00pm Eastern Time.

Responsibilities

• Respond to inbound client requests promptly and professionally, setting clear expectations on timelines and next steps.
• Identify client needs by asking smart questions, diagnosing issues, and translating them into directions for the internal team.
• Coordinate work using ticketing systems, project management tools, and internal communication channels.
• Communicate project status between clients and the team.
• Create and obtain approval for quotes on work outside standard maintenance scope.
• Flag opportunities for additional services or expanded engagements.
• Manage multiple concurrent tasks across clients while prioritizing effectively.

Qualifications

• Solid working knowledge of WordPress, including common plugins, themes, and configuration issues.
• Comfortable troubleshooting common WordPress issues related to plugins, themes, and site configuration.
• Familiarity with web hosting concepts, DNS basics, and SSL.
• Experience with common page builders such as Gutenberg, Elementor, or Divi.
• Strong written and verbal communication skills; organized and proactive in managing tasks.
• Ability to distinguish between urgent and important matters, spot process improvements, and maintain a positive attitude.
• Exposure to eCommerce, membership, or LMS plugins is a plus.