We’re looking for a friendly, detail-oriented person to join our small remote team at Spacious, a web design and development company based in Philadelphia. We’ve been providing web design, development, and website maintenance services for the past 10 years. We currently support 95 ongoing care plan clients and run four to seven active website projects at a time.
The Role
I’m looking for someone to own the day-to-day delivery of our client experience: keeping projects moving, clients informed, and support requests handled.
This isn’t a new position. Someone has been in this seat for the past three years, and together we built a real operation around it: documented processes, established client relationships, a support workflow that works. You’d be stepping into a system that already runs, with plenty of room to make it better.
Our clients include nonprofits and mission-driven small businesses across a wide range of industries, so the work stays varied and meaningful. On a small team, what you notice, decide, and improve has a real effect on how the company operates and how clients experience working with us.
You won’t need to have every answer on day one. Success in this role comes from good judgment, curiosity, consistency, and steadily taking ownership over more of the work.
If you get real satisfaction from a cleared queue, a well-run project, and a client who feels genuinely taken care of, you’ll like it here.
A Typical Day
Mornings typically start with the support desk, Slack, and anything handed off from Guilda. You triage and assign tickets, and handle anything urgent yourself.
From there you check the week’s priorities and carve out focused time to move a project forward — building out a content plan, completing client revisions, building out a draft website, preparing a presentation.
Throughout the day you keep an eye on email and the support desk, completing all the requests you can, flagging anything I need to weigh in on, and assigning work to Guilda with enough context that she can run with it. As we finish deliverables and get updates from clients, you’ll update our progress in Airtable and Notion, and keep track of what’s still outstanding.
You’ll have three to six meetings in a typical week, including project check-ins, internal planning, new client inquiries, client training sessions, etc.
Most days follow this steady rhythm. Occasionally, a deadline, urgent client request, or unexpected website issue will require the team to shift priorities and work through a short, focused sprint. You should be comfortable staying composed, deciding what matters most, and returning to your other responsibilities once the immediate issue is resolved.
At the end of the day, there shouldn’t be any mysteries. You’ll know where every project stands, what needs to happen next, and who owns it.
What You’ll Own
Client Communication
- Primary day-to-day point of contact for active clients.
- Proactive updates, meeting scheduling, follow-up emails, clear next steps.
- Handle routine concerns calmly, and know which conversations should come to me.
- Build long-term trust through consistency and responsiveness.
- Provide friendly but firm nudges to provide content, feedback, and other requests on schedule.
- Review and send monthly care plan reports
Project Delivery
- Coordinate four to seven concurrent website projects from kickoff through launch.
- Keep timelines, tasks, and documentation current and accurate.
- Catch stalls and missing information before they become problems.
- Thoroughly check deliverables to find mistakes and problems.
- Every active project should have a clear status, defined owner, and next action at all times.
WordPress & Client Support
- Own the support inbox: triage, prioritization, client responses, delegation, and follow-through. Routine support requests should never need to reach me.
- Handle routine requests yourself — content updates, page builder edits, plugin configuration, menus, media, forms, users, redirects, basic troubleshooting.
- Diagnose an issue well enough to tell whether it’s content, configuration, a plugin, hosting, or custom code.
- Escalate advanced development, server, security, or performance problems with useful context attached.
Building Pages & Visual Judgment
- Build out pages and populate content using an existing design system and prebuilt components, so the result looks solid before passing back to me.
- Get the details right: spacing, hierarchy, image treatment, and consistency with the rest of the site.
- Take the first pass at client revision requests, assigning to team members or client as you go, while also using judgment about which ones to execute as asked and which ones to push back on.
Operations
- Assign work to Guilda with clear context, priority, and acceptance criteria, then review it before it reaches the client.
- Onboard new care plan clients.
- Manage client support credit usage and billing.
- Maintain and improve our existing SOPs, templates, and documentation.
- Support marketing efforts (drafting MailChimp newsletters, building case studies, etc.)
- Use AI tools (Claude, ChatGPT) thoughtfully to reduce repetitive work. Verify output before acting on it, especially when making changes to production websites.
- Look for process improvements once you understand why the current process exists.
A note on how we work: part of the reason this role exists is so that design, development, and strategy get my full attention instead of competing with the support desk. That means you’re the one holding multiple threads at once — support, email, Slack, active projects — and staying reachable through the workday. If someone’s site is down, we can’t let it sit for three hours. This suits someone who doesn’t mind context-switching and stays organized in the middle of it.
What I’m Looking For
Required:
- 2–5 years experience coordinating projects or managing client relationships.
- Hands-on WordPress experience: content management, page builders, routine troubleshooting.
- A reliable eye for visual quality. You don’t need to be a designer, but you should be able to tell when a page looks right and when something is off, and build within an established design system.
- Excellent written communication — warm, concise, and clear.
- Exceptional organization. You’ll need to be more organized than I am, with your own reliable system for tasks, deadlines, notes, and files.
- High level of attention to detail when checking your work, proofreading, testing websites, etc.
- Comfort juggling multiple threads and competing priorities without getting rattled.
- Someone who notices what needs attention and acts on it without waiting to be asked.
- Good judgment about when to solve something yourself, when to ask, and when to push back (including on a confident-sounding AI suggestion).
- Comfortable learning unfamiliar tools and technologies independently.
Not required, but a plus:
- Basic HTML/CSS or PHP awareness.
- Familiarity with hosting, domains, SFTP, and similar basics.
- Website QA/testing experience.
- Experience with Beaver Builder, Advanced Custom Fields, Gravity Forms, WooCommerce and other plugins we use heavily.
- Experience with Google Analytics.
- Experience working with nonprofits or mission-driven organizations.
- Located within driving distance of Philadelphia, for occasional in-person meetings. Genuinely optional, and it has no bearing on hiring.
Schedule & Logistics
- Schedule: Full-time. Client and team coverage is required 9am–5pm ET — this means monitoring the support desk, responding to client and team communication, and being reachable during this window. I trust my team members to manage their own time and responsibilities. You don’t need to be at your desk every minute—normal breaks, appointments, school pickups, or quick errands are completely fine. Just communicate when you’ll be unavailable for more than a short period, make sure anything urgent is covered, and keep your projects moving. In practice, focused work typically runs 30–35 hours per week.
- Fully remote, US-based only within 1 hour of Eastern Time.
Details
- Full-time
- Remote US-based (ET or within one hour)
- $55,000–62,000
- 15 days PTO
- Health Insurance and 401k Benefits