Respond to inbound client requests promptly and professionally, setting clear expectations on timeline and next steps.
Identify what is actually needed — ask smart questions, get to the root of the issue, and translate that into clear direction for the internal team.
Coordinate work across the ticketing system, project management tools, and internal Slack, keeping everything organized and moving.
Communicate project status in both directions — updates from the team to the client, and context from the client to the team.
Create and get approval on quotes for work that falls outside standard maintenance scope.
Flag opportunities where a client may benefit from additional services or an expanded engagement.
Manage multiple concurrent tasks across different clients without losing track of priorities.

Strong written and verbal communication skills
Solid working knowledge of WordPress
Comfortable troubleshooting common issues related to plugins, themes, and site configurations
Familiar with web hosting concepts, DNS basics, and SSL
Experience with common page builders (Gutenberg, Elementor, Divi, or similar)
Exposure to eCommerce, membership, or LMS plugins is a plus

Customer Support Specialist – WordPress

Key skills