About the role
Most of our clients have no in-house marketing or IT person. We are it. So “support” here means a small business owner messages us because their contact form stopped sending, or they cannot get into their email, or they want a price changed on their site before the weekend — and what happens next decides whether they stay. As Client Support Specialist you are the first and usually the last person they deal with, in English or Spanish, and you fix most of it yourself.
What you’ll do
- Handle inbound client requests across email, phone, WhatsApp and the client portal, in both languages, and keep each one moving until it is actually resolved.
- Do the small site changes yourself — text and image updates, prices, hours, menu items, new staff bios, a page taken down — on WordPress and WooCommerce sites, carefully, on live sites.
- Triage what you cannot fix: reproduce the problem, write it up so a developer does not have to ask three questions, and tell the client what is happening and when.
- Help clients with the accounts around their site — email mailboxes, Google Business Profile, domain and DNS questions — and know when to hand a DNS change to the technical side rather than guess.
- Keep the record straight in Mission Control, so an account’s history exists somewhere other than one person’s memory.
What we’re looking for
- Customer-facing experience with non-technical people, and the patience it takes. Agency experience is a plus, not a requirement.
- Genuinely bilingual English and Spanish, written and spoken. Half of these conversations will be in Spanish.
- Enough comfort in WordPress to make a routine content change without being walked through it, and enough judgement to stop and ask before touching anything you do not recognise.
- Writing that a stressed business owner can follow: short, specific, no jargon, no blame.
Schedule
Part-time, roughly 20–25 hours a week inside weekday business hours, because that is when clients are working. Hybrid: mostly remote, with on-site time at our Miami office at Pipeline Workspaces, 8400 NW 36th Street in Doral.
About this posting
This is an open, evergreen posting. We keep it up whether or not there is a seat free this month, because the alternative — starting a search the week we need somebody — is how agencies end up hiring whoever is available instead of whoever is right. There is no deadline on it and no urgency to manufacture. If you are good at this, apply, and we will talk; if the fit is there and the work is not yet, we will tell you that honestly and keep your application on file.
Every application comes to us through this page. We do not post on Indeed or any other job board, and nobody at NeedAWebNow will ever ask you to pay for anything as part of applying.