Senior Support Manager

You are equal parts best pal and air traffic controller — and a builder at heart.

This role starts as a contract-to-hire engagement at 30 hours per week, with the goal of converting to a full-time employee role within 3–6 months as our support offerings grow.

The Senior Support Manager has a commitment to quality, timeliness, and personable communication, paired with the organizational discipline to keep many moving parts on track. But this is more than traffic control. You'll treat our support practice as a product: proactively shaping the offering, anticipating client priorities, and rallying the team to meet them. You'll scope and estimate work, run site audits, and coordinate the right SMEs to deliver — and if you're comfortable making content updates in Drupal and Word Press yourself, all the better.

The ideal person for this role genuinely enjoys building relationships. You know how to earn trust quickly, communicate with warmth and confidence, and help clients feel cared for without losing sight of deadlines, scope, or accountability. You can navigate difficult conversations with empathy, but you’re equally comfortable setting expectations and holding boundaries when needed.

We measure success by the value we create for our clients. That means advancing optimizations before anyone asks, catching bugs before they're reported, and offering strategic, growth‑minded advice that helps our client partners engage their audiences and change their corner of the world. You'll work hand in hand with our client relationship manager to grow accounts, win new support business, and renew the partnerships we already have.

This role reports to our Director of Projects.

• Bring a product mentality to support: rather than waiting for problems to arise, you will proactively analyze client situations, find the gaps, define the right support offering to close those gaps. The mission is to improve the client experience from one release to the next
• Onboard projects we deliver or inherit into our support practice.
• Help formulate new support offerings and and refine existing ones, and frame their value for prospective clients and the public.
• Develop and maintain internal documentation on support practices and resources, including Project Briefs.
• Look for opportunities to bring AI into the support program thoughtfully in ways that improve efficiency and effectiveness without sacrificing quality or trust.

• Natural curiosity about client goals and a proven ability to identify client needs, connect them to potential solutions, and confidently participate in growth and renewal conversations.
• Work closely with our client relationship manager to identify, scope, and win new support work, drive renewals, and grow existing accounts.
• Generate ideas with the team to deepen and expand client relationships.
• Spot larger initiatives within support accounts and route them to the right people at the right time.

• Act alongside account managers to keep client satisfaction high through responsive timelines and clear communication.
• Manage the flow and prioritization of support work in Jira, assigning and escalating tickets.
• Resource the team using Parallax and participate in our weekly project planning reviews
• Actively build and refine the support backlog with the teams and clients: detail requirements, define success, outline QA steps, and suggest implementation direction where it helps.
• Coordinate mini-sprints to optimize delivery for mid-size support clients.
• Run rotating audits on a monthly, quarterly, or semi‑annual cadence depending on service level.

• Stay up‑to‑date on major technical updates and changes across…