Website Support Specialist

Overview

Apex Service Partners:
Web Support Specialist

About Apex Service Partners

Apex Service Partners is a people-focused HVAC, plumbing, and electrical services group whose goal is to partner with and build leading local brands around the country. We are building an internal website team to take more of our digital presence in-house, and we are looking for a Web Support Specialist to help keep our growing portfolio of sites healthy, stable, and performing at scale.

About the Role

Reporting to the Web Developer, the Web Support Specialist is responsible for the day-to-day operational health of our in-house website portfolio. In the first 120 days, this person will help build the support infrastructure from the ground up; supporting the ticket intake system, defining SLAs, establishing site monitoring and uptime alerts, and developing the documentation and runbooks that keep the team running efficiently.

This role will also support launch QA and ongoing site health by validating forms, conversion paths, basic GTM/GA4 event tracking, and tracking-related issues before and after site launches. The ideal candidate is highly organized, process-driven, and comfortable working across a large portfolio of sites with competing priorities and tight turnarounds.

Key Responsibilities

Support Infrastructure & Operations

• Build and manage a centralized intake system for all site change requests, including the form, queue, SOP, and routing logic
• Define and publish tiered SLAs for urgent, standard, and low-priority requests, and communicate them clearly to internal stakeholders
• Establish uptime, form, and tracking failure alerts across all in-house sites using Uptime Robot or a comparable monitoring tool
• Develop a runbook covering 20 or more recurring support scenarios to enable consistent, efficient resolution across the team

Quality Assurance & Site Launches

• Build and maintain a pre-launch QA checklist covering functionality, forms, tracking, mobile experience, accessibility, and Lighthouse and Core Web Vitals thresholds
• Own the QA process for site launches, ensuring every site meets standards before going live
• Define and execute a 30-day post-launch stabilization process for newly built sites, including monitoring, issue logging, and resolution tracking
• Conduct a full audit of in-house sites, documenting recurring issues, open requests, and chronic site problems for the Web Developer

Ticket Management & Performance

• Manage and resolve incoming support tickets, maintaining an SLA attainment rate of 85% or higher on an ongoing basis
• Sustain a ticket throughput of 20 or more resolved tickets per week while maintaining quality and SLA compliance
• Reduce the pre-existing support backlog by 50% within the first 120 days
• Maintain accurate ticket logs and provide status reporting to the Web Developer and leadership

Collaboration & Documentation

• Work closely with the Web Developer, Web Designer, and Content Writer to support smooth site launches and post-launch stability
• Serve as the primary point of contact for internal stakeholders submitting site change requests, setting clear expectations on timelines and priorities
• Build and maintain a growing documentation library that reduces repeat escalations and enables the team to self-serve on common issues
• Contribute to process improvement conversations as the team scales, identifying patterns in ticket volume and recurring site issues

QA and Site Health Monitoring

• Validate that core website events are firing correctly after launches and major site updates, including form submissions, phone clicks, CTA clicks, booking/scheduling links, chat interactions, and thank-you page activity
• Use tools such as Google Tag Manager Preview Mode, GA4 Realtime/Debug View, Google Search Console, Page Speed Insights, and site monitoring tools to identify tracking, form, uptime, and performance issues
• Log tracking issues clearly in the ticketing system, including the affected site, page, event, expected behavior, actual behavior, severity, and screenshots or testing notes where applicable
• Escalate advanced GTM, GA4, data layer, or development-related issues to the Web Developer or appropriate analytics stakeholder
• Maintain a recurring QA cadence for newly launched and priority sites to confirm that forms, tracking, conversion paths, and reporting signals remain stable over time

Qualifications

• 2+ years of experience in a web support, site operations, or digital helpdesk role
• Hands‑on experience with Word Press, including familiarity with common plugins, settings, and troubleshooting workflows
• Experience building or managing a ticket intake and SLA system, using tools such as Jira, Zendesk, , or similar
• Working knowledge of site monitoring tools such as Uptime Robot, Google Search Console, and Page Speed Insights
• Solid understanding of QA processes for web, including form testing, tracking validation, mobile review, and accessibility checks
• Highly organized with strong attention to detail and the ability to manage a high volume of…