Humbly Confident Care Plan Manager

WHO WE ARE
We're a small, fast-growing web design agency that works primarily with life coaches. We aim to get more coaching into the world by helping certified life coaches to promote and grow their businesses via beautiful and strategic website design.
WHO WE'RE LOOKING FOR
We're looking for a part-time Care Plan Manager to join our agency team. Your primary role will be to respond to and fulfill care plan client support tickets as they come in, maintain care plan websites with regular software updates, and generally over deliver for our care plan clients' website needs.
Currently there are several dozen care plan client websites we oversee and maintain. It's been the owner (that's me, Jennie) and our only current care plan manager (her name is Julie) juggling tickets and software updates while also balancing other admin work between us.
It's time to bring in you, a second dedicated care plan support specialist, to take divide the care plan tickets and support with Julie. This way we’re sure to continue to keep their websites in tip-top shape to help their coaching businesses grow!
You'll report directly to the owner of the agency (hi there, Jennie again), and escalate client support requests to me as needed. It's fine if you work normal work hours in your time zone, though we will meet weekly via Zoom at a time that's reasonably convenient for the team.
RESPONSIBILITIES
Your job will be to use your past experience to:
- Manage the care plan support desk in Freshdesk
- Confidently (but humbly) communicate with care plan clients about their ticket requests
- Escalate and track care plan requests through Notion
- Edit WordPress website content and images built with Elementor according to client requests
- Maintain the care plan client database in Notion
- Perform monthly website software updates via WP Remote (including core WordPress, theme, &
plugins)
- Manage website backups via WP Remote
- Refine or define processes in Notion as needed (especially care plan processes)
- Onboard and offboard care plan clients
- Escalate tickets to the owner as needed
- Track care plan client support usage
EXPERIENCE
We care more about a high skill level than years of experience, but we expect that you have at least 2 years of experience with editing WordPress sites built with Elementor and updating their software using ManageWP, WP Remote, or similar software.
You're comfortable communicating with the agency owner for care ticket escalations, improvements to care plan processes, and you're diligent about addressing all care plan tickets.
You're keen to help improve our procedures & processes. You're comfortable using internal communication tools like Notion, Google Drive, Zoom, and Slack for team collaboration and client relationship management.
You're also not shy about being (humbly) confident enough to push back on the leadership team and express your opinion if you think the ship is heading off course. We encourage that.
HOW WE WILL HELP YOU SUCCEED
We want you to succeed in this role. We will provide any additional training you may need to get on board and hit the ground running. We're not going to teach you how to do your job because your past experience will serve you well.
However, we will train you regarding our systems, our offers, and our clients so you can apply your skills to help us achieve our mission. We will also provide access to additional WordPress training programs that will help you grow your skills and contribute even more to our team.
We will also listen to you, see you for who you are, and encourage you to bring your entire self to work. We are humans first, work colleagues second.
EMPLOYMENT TYPE
This is a part-time role with the potential to grow to full-time. We're not looking for an agency.
APPLY HERE:
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