Website Support Coordinator

**Applicants must be able to work within +/- 2 hours of New York timezone**

Our Website Support Coordinators are friendly, resourceful, diligent, and adaptable team players who keep clients and internal teams aligned on priorities and delivery dates, playing an integral role in the successful delivery of website support & optimization for our clients.

- Monitor and respond to incoming client requests on a daily basis, including but not limited to: website content and feature updates; bug fixes; security updates; analytical reporting. Define and delegate requirements to manage the end-to-end successful delivery of work to complete the request.

- Refine client requests by asking guiding and clarifying questions to ensure coherent synthesis of client requests and alignment with client needs, to be translated to internal teams of web developers, designers, strategists, and analysts, via tickets and requirements.

- Communicate regular status updates to clients on overall retainer utilization, projection, and individual task statuses via basecamp or remote client status meetings.

- Leverage internal team members' expertise in creative, design, strategy, and web development to respond meaningfully to client requests and build work delivery plans.

- Track and project monthly retainer usage, balance new requests with backlog items and concurrent tasks-in-progress, while collaborating with and aligning clients on priority tasks, to create long-term delivery plans across requests.

- Manage small fixed-fee or retainer project initiatives for existing clients, such as landing page build-outs, small suites of feature updates, reporting requests, and CMS platform upgrades.

Skills/Qualifications
- 2-5 years of direct or equivalent experience in project coordination, account coordination, website or technical support, sales, quality assurance, or business development.

- Minimum 1 year of experience with project management software such as Asana, Monday, or Jira, or CRM management experience.

- Mastery of the English language; well-developed communication skills with a focus on clear, intentional, friendly written and verbal communication.

- Ability to build and maintain spreadsheets in tools like Excel, Google Sheets, or AirTable.

- Special consideration is given to candidates with direct experience working with Content Management Systems such as Drupal and WordPress, or those who have worked in digital agency environments, specifically with development or engineering teams.