Website Content & Support Specialist

Role: Website Content & Support Specialist

We’re seeking a detail-oriented, English-proficient, and resourceful Duda website professional to join our team full-time. This role focuses on maintaining and updating existing websites, handling customer change requests, and providing prompt and thoughtful support. Duda site design from pre-made templates will be required when needed, but will not be the primary focus of this role

If you enjoy interpreting client needs, solving technical problems, and working within a collaborative team, we’d love to hear from you.

PLEASE NOTE: This position aligns with 9 am - 5 pm EST hours. You must be online & available during these hours.

What You'll Do:
•Website Maintenance: Implement content changes, troubleshoot layout and performance issues, fix links, and ensure ongoing functionality of live websites.
Customer Support & Communication:
•Respond to change requests and client questions received via website forms, email, or helpdesk tools.
•Interpret vague or incomplete requests using context clues to determine the intended update or issue.
•Confirm client intent or suggest solutions where appropriate to ensure satisfaction.
Support Ticket Triage:
•Assess and prioritize incoming support tickets, resolving straightforward requests efficiently.
•Escalate technical or complex issues to the right tea ---------- mber, providing context and clarity.
Internal Collaboration: Work closely with project managers and tea ---------- mbers through Slack to stay aligned on task statuses, blockers, and deadlines.
Quality Assurance: Follow internal QA processes and Standard Operating Procedures to maintain consistency and quality across all client sites.
Occasional Visual Work: Basic Photoshop editing may be requested; video tutorials are available.
•Website design - Designing sites from templates when our pipeline is congested. This is not the main role, but Duda site design is a plus.

*Note: This is primarily a maintenance and support role, not a full-time new-build designer position; however, occasional Duda site design will be required when needed. You’ll be working with existing Duda sites and templates, focusing on quality, consistency, and clear communication.

Tools & Software You'll Use:
•Duda – For website edits and maintenance.
•Zoho Desk - Our ticketing system
•Heylogin – Secure access to shared resources (e.g., Shutterstock, Envato Elements).
•Slack – Internal communication and collaboration.
•Helpdesk & Email – For managing customer feedback and support tickets.
•Photoshop (Optional) – For minor adjustments based on internal guides.

What Makes You a Strong Fit:
•Strong command of Duda and basic front-end skills – You are confident working within the Duda platform and can make effective use of its editor. You’re comfortable applying light customizations using HTML and CSS, such as styling tweaks, embedded widgets, or code injections, without disrupting site layout or performance.
•Excellent English proficiency (written and spoken) – You’ll be working with client communications daily and must clearly understand and articulate solutions.
•Critical thinking and context recognition – You can read between the lines of vague customer requests and deduce intent.
•Proactive problem-solving – You fix small issues before they grow and speak up early if you’re blocked.
•Deadline ownership – You complete work on time without needing last-minute nudges.
•Attention to detail – You follow instructions carefully and take pride in pixel-perfect site maintenance.
•Team collaboration – You communicate effectively via Slack, give regular progress updates, and thrive in a remote team environment. Availability during Eastern Standard Time (EST) working hours is preferred, especially for overlapping with tea ---------- etings or urgent client requests.

Salary & Performance Expectations:
Probationary Period (90 Days):
$1,000 USD/month
Handle daily maintenance tasks and customer requests/tickets.
Demonstrate clear written communication, accurate interpretation of requests, and QA-aligned execution.

Post-Probation:
$1,250 USD/month
Continue with consistent ticket handling, support responsiveness, and excellent communication.
Duda site creation from pre-designed templates may be requested if our design queue is full

This probationary period is considered at-will employment. If the new hire is unable to meet deadlines, maintain quality standards, or communicate effectively with the team, the working relationship may be ended at any time. All time worked will be compensated appropriately.

Why Work with Us?
Stable, ongoing workflow with minimal surprises.
We've successfully partnered with Duda designers in the Philippines since 2021.
On-time payments and transparent communication.
A supportive team culture that values your voice and growth.

Ready to Apply?
In your application, please include:
Links to Duda websites you’ve worked on (especially ones involving edits or updates).
Your weekly availability.
Any questions you may have.
Your Duda skill level (1–5).
Your spoken and written English comfort level (1–5).
Your ability to join frequent Slack / Google Meet calls (1–5).
Your comfort level with designing a Duda site built from templates (1-5)

After reviewing your application, we’ll reach out with the next step in our assessment process. If selected, you’ll receive a task that evaluates your communication skills, clarity, and critical thinking. You’ll have 3 days to complete the task.