Customer Support Specialist - WordPress

SiteCare helps businesses manage, maintain, safeguard, and improve their websites. Our Client Specialist role sits at the center of that work — you are the person who keeps things moving, keeps clients informed, and makes sure nothing falls through the cracks.

This is a fully remote, self-employed contract position. We work with individuals in Latin America, South Africa, and Eastern Europe.

You will be the first point of contact for inbound client requests — triaging what is needed, setting clear expectations, coordinating with the internal team, and keeping clients updated throughout. You are not doing deep development work, but you need to understand WordPress well enough to ask the right questions, identify what is actually broken, and communicate clearly between clients and developers.

You will be available Monday through Friday, 9:00am to 5:00pm Eastern Time.

• 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.

You do not need to be a developer. You do need a solid working knowledge of WordPress — enough to understand what clients are describing, diagnose common issues, and have credible conversations with the development team.

• Solid working knowledge of WordPress, including common plugin, theme, and configuration issues.
• Comfortable troubleshooting common issues related to plugins, themes, and site configuration.
• 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.

• Strong written and verbal communication skills — clear, professional, and appropriately concise.
• You are organized and can manage a busy queue without dropping things.
• You know the difference between urgent and important, and you act accordingly.
• You pick up the phone when a situation calls for it.
• You look for patterns, spot gaps in process, and suggest improvements without being asked.
• You have a good attitude and bring energy to the team, even when the work is repetitive.
• You are proactive — you do not wait to be asked before flagging a problem or an opportunity.

This is a self-employed contract engagement. You are responsible for operating through your own registered business entity and for managing your own taxes.

Compensation is competitive and commensurate with experience.