Remote WebCare Specialist

Full Job Description

We need a new WebCare Specialist! This is a remote (work from home) position.

As a WebCare Specialist, you will be responsible for managing and executing the WebCare service for our clients. This role requires a blend of technical website maintenance skills, customer service excellence, and a passion for high quality customer service. You will be the primary point of contact for WebCare clients, ensuring their websites are maintained to the highest standards and their needs are met with proactive solutions.

Successful WebCare Specialist personality profile:

Motivated by competition and results. You are likely a skilled, pragmatic enforcer whose focus on achievement and success can help those around you accomplish goals. You speak directly and make decisions quickly. You like to take charge in a situation and explore worthwhile, effective solutions. Your determination and confidence make you a strong leader.

Important personality traits: 

• Persuasive
• Assertive
• Confident
• Direct

What energizes you:

• Taking charge
• Ambitious goals
• Challenges
• Professional growth
• Competition & winning

Make sure you’re comfortable with:

• Remote working. This is a remote (work from home) position.
• All job offers start with a 60-day trial to make sure that we’re the right fit for each other.

To apply:

If you're interested, please submit the following:

• A link to your resume in PDF format with the following naming convention: [Lastname.Firstname.WebCareSpecialist.pdf]
• Details of your [job title / description] experience
• Your answer to this question: if you were an animal, what animal would you be and why?
• Your answer to this question: What does this quote mean to you personally? "Work is love made visible" - Khalil Gibran

Submissions should go to: hireme@ninedot.com

I will be looking for people who can format their submission in a way that makes it easy for us to review. Remember, in client management you want to help make it as easy on the client as possible! I’m happy to answer any questions you may include in your application.

Thank you for your consideration and best of luck on your job search!

Job Responsibilities

• Conduct initial onboarding calls with new WebCare clients to understand their website needs and goals.
• Regularly review and manage technical updates for clients’ WordPress & HubSpot websites, including plugins, themes, and core systems, to ensure optimal performance.
• Handle client requests for website updates, content changes, and enhancements, ensuring timely and effective execution.
• Use an established ticketing system to track client interactions, manage tasks, and schedule follow-ups, ensuring a seamless communication flow.
• Provide personalized support and advice to clients, helping them understand the value of their WebCare service and exploring opportunities for additional services.
• Collaborate with the sales and marketing teams to refine and promote the WebCare offering.
• Stay abreast of the latest trends and technologies in website maintenance ensuring Ninedot remains a leader in providing cutting-edge solutions.
• Work closely with the Project Manager to assign harder dev items to the Ninedot development team while overseeing success.

Job Requirements

• Client management: The core of your job is relationship building. You need to be a person that cares deeply about helping small businesses succeed. That means managing expectations, being clear in your communication, and being willing to coach clients. You also need to be comfortable with challenging conversations and have the ability to diffuse tense situations and the foresight to navigate around potential pitfalls.
• Problem solving: The cardinal sin at our company is asking someone a question you could have solved yourself. We need people who are willing to “figure it out” and don’t mind rolling up their sleeves. That doesn’t mean we aren’t here to support you, we are. But only when you encounter a problem that you truly can’t solve. You’re expected to bring more to the table than expected and hurdle problems, not allow them to get in your way.
• Proven experience in website maintenance, support, or a similar role, with a strong understanding of WordPress & Hubspot CMS platforms.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
• Proficiency in using CRM software, preferably WordPress, to manage client relationships and tasks.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• A team player with a positive attitude and a commitment to providing exceptional customer service.

Skills Required

• Customer Support - Expert
• Project Coordinator - Expert
• Wordpress Theme Development - Expert

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