This is a remote position.

Key Responsibilities:

• Act as the initial point of contact for client enquiries via email.
  
• Professionally and efficiently triage incoming client requests, understanding the core issue and urgency.
  
• Ensure clients have an active Website Care Plan or Support Wallet, if not, create a quote to set this up for them.
  
• Create comprehensive and accurate support tickets in our internal system, ensuring all necessary information is captured.
  
• Categorise and assign tickets appropriately to relevant internal teams.
  
• Assist with the creation and processing of client invoices, ensuring accuracy and adherence to billing schedules.
  
• Monitor the status of tasks and projects, proactively following up with internal teams as needed.
  
• Provide clients with timely updates on the progress of their requests and tasks.
  
• Maintain clear and organised records of client interactions and support activities.
  
• Contribute to the development and improvement of internal support processes and documentation.
  

RequirementsSkills and Experience:

• Proven experience in a client-facing support role, preferably within a digital agency or similar environment.
  
• Excellent organisational and time-management skills, with the ability to prioritise and manage multiple tasks simultaneously.
  
• Excellent written and verbal communication skills, with a professional and empathetic approach to client interactions.
  
• Proficiency in using internal ticketing or CRM systems (experience with Asana is a plus but training will be provided).
  
• Familiarity with basic invoicing processes and attention to detail in financial matters.
  
• Ability to understand and articulate technical concepts to non-technical clients.
  
• Proactive and resourceful problem-solving skills.
  
• Ability to work both independently and collaboratively within a team.
  
• A positive attitude and a strong commitment to providing exceptional client service.
  
• Wordpress experience is a must have
  
• ASANA or other project management tool experience is a must have