Wordpress Website Support Specialist

Job Description

We're looking for a WordPress Support Specialist to join our Customer Care Team, providing exceptional phone and email support to our Roman Catholic church and school clients across the country. If you're passionate about helping others, thrive in a call-center style environment, and enjoy solving website challenges, we'd love to meet you.

Candidates must live within a reasonable daily commutable distance to Grand Rapids, MI to be considered.

About the Role:
You'll be the friendly voice and problem-solver our clients rely on for help with their WordPress websites. You'll handle support requests by phone and email, troubleshoot a wide range of website issues, and guide clients-many of whom are not technical-through solutions with patience and empathy. We're a customer-first workplace, and that means every interaction is an opportunity to serve with excellence.

Key Responsibilities:
- Deliver outstanding customer service through both phone and email support.
- Assist clients with updates, maintenance, and troubleshooting of their WordPress websites.
- Respond to support tickets in our CRM system, documenting each interaction and resolution.
- Research and implement fixes for plugin conflicts, theme issues, and other web-related challenges.
- Collaborate with internal team members to ensure smooth communication and follow-through.
- Take personal ownership of every client case until resolution is achieved.

Skills & Qualifications:
- Strong customer service and communication skills, both verbal and written.
- Experience working in a call center or phone support environment.
- Hands-on experience with WordPress (content updates, troubleshooting, plugin management).
Ability to diagnose and solve problems creatively and efficiently.
- Exceptional time management, reliability, and self-motivation.
- Comfortable using CRM/ticketing systems for case tracking and documentation.
- Team-oriented with a positive, teachable attitude and openness to feedback.
- Bilingual (English/Spanish) a plus.
- Prior experience in web development or CMS management preferred.
- Familiarity with Catholic vocabulary and culture is preferable but not required.

Why You'll Love Working Here:
Be part of a mission-driven company serving Roman Catholic churches and schools nationwide. Join a team that truly values service, collaboration, and personal growth. Build technical and communication skills in a supportive small-business environment.

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, Tuesday and Wednesday in the office and Thursday and Friday from home after the training period concludes. (Typically 3 months, but will be largely dependent on the candidates progress)

Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off accrues from day 1!
Vision insurance

Experience:
WordPress: 1 year (Required)
Ability to Commute: Byron Center, MI 49315 (Required)

About the Employer

Rooted in faith and service, we've spent more than 63 years helping the Catholic Church communicate its message of hope and truth. With offices in Austin TX, Orlando FL, Columbus OH, Harrisburg PA, and Grand Rapids MI, we serve Catholic communities nationwide. As the Church's communication needs evolve in the digital era, our commitment to innovation ensures we continue to support its sacred mission with excellence.