WordPress Care Plan Manager

Compensation: TBD
Employment Type: Part-Time (10 hrs/week) with an opportunity to grow

Who We Are////
We imagine a world where every private practice owner can reach the clients they love, expand their impact and build the business and life of their dreams. When our clients succeed, they can help even more people who need mental health services. Because of that, our work can literally help save lives.

We do that through website design and development, SEO services, website care plans, and by being a team that clients can trust to help them elevate their online presence.

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 oversee care plan client support tickets as they come in, field care plan client customer service needs, and generally help our clients feel extremely supported when it comes to their website needs so they can focus on growing their therapy practice.

We currently have about 45 care plan client websites that we oversee and that number grows with every website we develop, adding about 10 each year. So far it’s been the owner (that’s me, Daniel) and our care plan developer juggling client tickets between us. Because of other responsibilities, it’s been a struggle to keep on top of requests and resolve support tickets swiftly, resulting in a handful of lost clients.

That’s where you come in. We need you, a dedicated care plan manager, to really help our clients feel loved, supported, and like they can focus solely on their business while we keep their websites in top shape!

You’re comfortable clicking around in WordPress. Installing plugins, and making minor edits to pages and posts. You’ve got a good grasp on WordPress, but you actually love the customer support side of things – fielding questions and making sure tasks get resolved.

You’re obsessively organized and you know where to find information related to care plan clients’ accounts, websites, and subscriptions and you’re able to help our team get what they need to complete tasks.

Oh, and you get a sense of delight when you email someone that their support request is all done…way before they expected it to be!

You’ll report directly to the owner of the agency (Daniel) via daily Slack check-ins and weekly Zoom team meetings, and escalate client support requests to me as needed.

We prefer you can work between about 8 PM and 11 PM Philippines Standard Time, though there is flexibility there once you are established as part of the team.

Areas of Responsibility////
The purpose of this role is to support our clients’ websites so that they can be free to focus on their own clients and business. We do this by providing weekly maintenance and responding to support requests in a timely manner. Our clients should feel that their website is in the best hands and they have a trusted partner helping them reach their goals.

This includes the following outcomes:
• Support tickets are resolved quickly, usually within 48 hours or less
• Clients receive responses to their inquiries within 24 hours so that they feel supported and cared for
• Improve or maintain client happiness with their website care plan
• Daniel removed from day-to-day involvement in Care Plans

The role also includes managing our support help desk, communicating updates with clients, and proactively addressing issues with clients’ websites.

Below are examples of typical tasks that this role will perform. These are only examples though. Ultimately it’s up to you to meet the goals/outcomes required by this role, however you choose to accomplish them.

• Confidently (but humbly) communicate with care plan clients about their ticket requests
• Be the eyes and ears on our client’s websites by responding to issues and alerting our developers before the client even sees them
• Managing the care plan support desk in Freshdesk
• Work with the hosting support team to address site issues quickly
• Coordinating with the developer on support tickets to ensure quick resolution
• Maintaining the care plan client database in Asana
• Refining or defining processes in Asana as needed (especially care plan processes)
• Onboarding and offboarding care plan clients
• Escalating tickets to the agency owner or other developers as needed
• Tracking care plan client support usage in Toggl and alerting clients when monthly time is used up
• Fielding general customer support inquiries
• Tracking support time spent on client websites and alerting clients when they’ve used their monthly time allotment

Experience////
We care more about a high skill level and a good team fit rather than years of experience, but we expect that you have at least 2 years of experience with project management and/or managing client websites.

You should have experience managing WordPress websites already, even if it’s just basic knowledge. A basic understanding of making edits in WordPress and working with WordPress sites would be immensely beneficial. You must be interested in learning more and continuously improving your skills in this area.

Experience with ManageWP is a huge plus, but not required.

You’re comfortable communicating with the agency owner for care ticket escalations and making improvements to care plan processes, and you’re diligent about addressing all care plan tickets.

You’re able to coordinate with the developer to understand when care plan tickets will be resolved and when a delay happens, you’re proactive in communicating with the client, giving clear reasons why.

You’re keen to help improve our procedures & processes.

You’re comfortable using internal communication tools like Google Drive, Zoom, Slack, and Asana for team collaboration and client relationship management.

You’re also not shy about being (humbly) confident enough to express your opinion if you think the ship is heading off course. We encourage that.

Because our clients are primarily English speakers, you should be fluent in English with excellent conversational and writing skills.

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 products, and our clients so you can apply your skills to help us achieve our mission.

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, and work colleagues second.

Systems we use:
• Asana
• Toggl
• WordPress
• ManageWP
• Slack
• Google Drive / Docs
• Google Analytics
• Google Search Console
• Flywheel Hosting

Our Core Values////

Excellence
Do everything with excellence. From the first interaction with a potential customer to delivering on a project, our work will be governed by excellence. We go the extra mile to ensure our clients feel nurtured, supported, and served well.

Authenticity
Lead with authenticity and vulnerability. We are authentic with ourselves, each other, and our clients. When issues arise, we’re open and honest about what happened, and our role in it, and we take responsibility for the solution. We are quick to communicate and not afraid to be vulnerable with one another.

Creativity
Be creative. Every part of what we do is an opportunity to be creative. From solving our client’s problems, creating systems within the business, and designing how clients interact with our brand, we seek to be creative.

Kindness
Be offensively kind to one another. We will be generous and overtly kind to our clients, partners, and colleagues. This means we always believe the best about one another and treat each other with respect. If someone is not being kind to us, we politely bring them up to our standard.

Employment Type////

This is a part-time role around 10-20 hours a week and we’re not looking for an agency.

Please apply below and include the words “Buffalo Trace” somewhere in your application:

Here’s how to apply////

Fill out this form: Click to view/f1hfc9B8xTrasa9V7

The opportunity for growth is here… just be yourself and show us your magic.

Thank you!