WordPress Website Support Specialist:
This role requires significant, hands-on WordPress experience. Candidates without a strong, demonstrable WordPress background will not be considered.
We are looking for an experienced WordPress Website Support Specialist to add to our Digital Products Team. This is not an entry-level or "learning on the job" position — we need someone who can step in and independently troubleshoot, maintain, and support live client websites without a lengthy ramp-up period. The ideal candidate has real, recent experience maintaining WordPress websites and troubleshooting a wide array of website problems on their own. The right candidate will also have the ability to communicate creatively and effectively with users of various knowledge levels. Above all else, a strong customer-first mentality is key.
Candidates unable to work in-office daily will not be considered. (Local to the Metro GR area only.) Applicants outside of a reasonably commutable distance of Grand Rapids, MI will be rejected.
Responsibilities
- Provide exceptional customer service and maintain a customer-first perspective at all times.
- Independently maintain and support our client base's WordPress websites.
- Respond to case tickets (CRM) from clients for support or enhancements via email and live calls.
- Diagnose and resolve issues with WordPress core, themes, plugins, and third-party integrations.
- Research and implement fixes for website plugins and libraries with minimal guidance.
- Effectively manage details and work collaboratively with the team.
- Thoroughly document all interactions, changes, and updates performed.
- Have a personal sense of ownership for all aspects of their work.
- Provide client training to prepare new users and established clients for success in learning and using WordPress.
- Use AI tools where appropriate to speed up troubleshooting, documentation, and client communication.
Skills
- Significant, recent, hands-on WordPress experience is required — please be specific about your WordPress background in your application.
- Demonstrated ability to troubleshoot real WordPress issues independently: plugin conflicts, theme errors, broken layouts, performance issues, security concerns, etc.
- Comfortable working directly in the WordPress admin, page builders (e.g., Elementor, Divi, Gutenberg), and common hosting/CMS environments.
- Comfortable with, or actively leveraging, AI tools (e.g., for troubleshooting, writing client-facing documentation, drafting responses, or streamlining research).
- Strong customer service skills.
- Experience working in a call-center environment.
- Ability to solve problems creatively and effectively.
- Ability to accept feedback and develop positive relationships with clients and colleagues.
- Proven work experience as a web developer or in web content management (CMS) role is preferred.
- Able to answer phones and communicate clearly using internal and external communication systems.
- Exceptional time management skills, self-motivated, and reliable.
- Desire to learn new skills.
- Bilingual (preferred).
Job Type
Full-time
Schedule
- 8 hour shift (9-5)
- Monday to Friday
- Some on-call weekend shifts may be needed. As this is a support position, some work time may extend past 5 PM.
- Work Location: In-person full time role in Byron Center, MI 49315. Though this is an in-person role, there is currently a hybrid work-from-home model in place: Monday, Wednesday, and Friday in the office, and Tuesday and Thursday from home after the training period concludes (typically 3 months, but will be largely dependent on the candidate's progress).
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience
- WordPress: 2+ years required, with clear, specific examples of independent troubleshooting and client-facing support work.
Ability to Commute
- Byron Center, MI 49315 (Required)
Job Type: Full-time
Pay: $19.00 - $23.50 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- What city do you live in? Only Applicants within a reasonable and commutable distance (approx 30 miles) of Grand Rapids, Michigan will be considered. (We are not interested in relocation applicants at this time)
- Please explain your recent experience working within Wordpress. We are seeking someone able to begin supporting our clients from day one with a minimal ramp up period.
Experience:
- WordPress: 2 years (Required)
Work Location: In person
