WordPress Support Specialist & Service Desk Associate

Remote • Must be available during U.S. EST/CST/PST hours

ABOUT THE ROLE

I’m looking for a WordPress professional who can support our clients by handling day-to-day website updates, troubleshooting, and light development tasks. This role also includes monitoring our support inbox, responding to client requests, and escalating issues when needed.

This is not a general customer support role. WordPress experience is required.

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KEY RESPONSIBILITIES

WordPress Support & Implementation
• Update websites including pages, posts, menus, settings, and plugins
• Implement design or content changes using Gutenberg, Kadence, Beaver Builder, or similar builders
• Add new features or functionality using plugins or configuration tools
• Troubleshoot common WordPress issues such as layout problems, plugin conflicts, caching issues, and form errors
• Assist with accessibility improvements, speed optimization, and basic SEO updates
• Create or update documentation for changes made to client websites

Service Desk & Client Communications
• Monitor the support inbox and ticket system during EST business hours
• Respond to client requests promptly and professionally
• Triage incoming tickets: resolve what you can, escalate when needed
• Keep ticket statuses updated and ensure follow-up happens
• Summarize issues clearly when passing tasks to senior development

Light Project Coordination
• Work with contractors or internal tea ---------- mbers to move tasks toward completion
• Identify recurring issues or process gaps and suggest improvements
• Support small site changes that don’t require a full project build

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REQUIRED SKILLS & EXPERIENCE
• Hands-on WordPress experience working with themes, plugins, and editors
• Ability to troubleshoot general WordPress issues confidently
• Comfort working on live and staging websites safely
• Experience making content or layout updates in visual builders
• Strong written communication and client-facing professionalism
• Ability to self-manage, prioritize tasks, and stay organized

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NICE-TO-HAVE SKILLS
• Basic PHP, CSS, or JavaScript familiarity
• Experience with WooCommerce
• Familiarity with accessibility or SEO best practices
• Custom development experience in the WordPress CMS is helpful but not required
• Experience in an agency support role
• Comfort using HubSpot, Teamwork Desk, or other CRM/ticketing tools

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WORK STYLE & AVAILABILITY
• Must be available during U.S. EST, CST, or PST working hours
• Self-starter who can diagnose and resolve most WordPress support tasks independently
• Detail-oriented, reliable, and responsive

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WHY THIS ROLE MATTERS

This position helps stabilize our support operations so we can improve response times, deliver great client experiences, and free up senior development time for higher-level work. It’s an excellent fit for someone who enjoys working with WordPress, solving problems, and supporting clients directly.