Project and Client Support Associate - Part-time

Overview

With the support of a few trusted contractors, I've been providing web design, development, and website maintenance services for the past 7+ years. We specialize in nonprofits and mission-driven small businesses.

I'm in need of a Project and Client Support Associate to help improve the experience of existing clients, expand our capacity for new work, and allow me to spend more of my time on strategy, design, and lead generation.

This is a remote employee position, with availability 3-5 days a week during standard business hours (9am-5pm EST). If you live in the Philadelphia Area we’d also like to have occasional in-person meetings as needed.

If it’s a good fit, this position may grow over time to include additional hours and responsibilities.

The Role

Project management for web design projects

• Keep track of timelines, deliverables, and requests for 3-8 concurrent projects at a time.
• Participate in client meetings and take detailed notes. Create project tasks and documentation based on meeting outcomes.
• Send out process emails to clients based on the project timeline.
• Provide friendly but firm nudges to provide content, feedback, and other requests on schedule.
• Support building and revising websites using page builders.
• Thoroughly check websites to find mistakes and problems.
• Assist with project strategy and research
• Support the ongoing improvement of processes and documentation to improve quality and efficiency of project delivery.

Client support and communication

• Be the first point of contact for clients seeking website support via website care plans. Create support tickets, delegate, QA, and follow up with clients.
• Update client website content using WordPress page builders (Beaver Builder, Elementor, Divi, etc.), plugin updates, etc.
• Support the ongoing creation and updates of Standard Operating Procedures and email canned responses to improve accuracy and efficiency of providing support.
• Onboard new care plan clients: manage checklist including setting up a dashboard, confirming payment, and starting them on an automated email welcome series.
• Review and send monthly care plan analytics reports.

The main skills and traits I'm looking for are:

• Organized and self-motivated: Strong organization skills and the ability to keep many different projects and processes on track
• Process-oriented: good at following checklists, timelines and other processes, as well as improving them over time to maximize efficiency and client experience
• High level of attention-to-detail when checking your work, proofreading, testing websites, etc.
• Quality written communication skills for emailing clients, capturing meeting notes, etc.
• Experience working with WordPress or similar Content Management Systems
• Reasonable tech-savviness and strong ability to figure things out using Google, YouTube, etc.
• Interest in nonprofits and/or mission-driven businesses
• A love for technology and the web (you will have to look at lots of websites!)
• 1-2 years of experience in communications, marketing, customer service, design, or web development

About Spacious

We're a small, remote team that partners with unique and wonderful people working to make an impact. Since 2016 we’ve been specializing in nonprofits and mission-driven small businesses in Philadelphia and beyond. We provide full-service web design and development projects as well as monthly maintenance via Website Care Plans. Check out our website to get a sense of our style, services, and clientele.