Website Support Specialist

About this role

The Website Support Specialist at Pet Desk ensures our customers receive top-notch support for their website needs. You will manage and resolve website support requests, troubleshoot issues, and provide timely solutions. Your role involves direct communication with customers via email and phone, making technical expertise in web-building software and strong customer service skills essential. This position is perfect for someone who thrives in a dynamic environment, is proactive in problem‑solving, and can handle multiple tasks efficiently while maintaining a world‑class customer experience.

• Address and resolve digital content management inquiries from start to finish, escalating issues when necessary and using any appropriate form of communication (email, call, screen share).
• Actively listen to customers, investigate issues, and communicate action items clearly to ensure high satisfaction.
• Assist customers with web‑building and photo‑editing tools like Word Press and Canva.
• Collaborate with cross‑functional teams, including developers, designers, and content creators, to resolve complex issues.
• Utilize Zendesk and Salesforce to manage and update customer inquiries efficiently.
• Become a subject matter expert on all internal platforms and features, enhancing customer interactions.
• Join a team of enthusiastic pet lovers who collaborate to exceed customer expectations with strong communication, fulfillment of requests, and compliance with internal processes.

• 1+ year of experience with Word Press or similar web‑building software in a web design role.
• Strong customer‑facing communication and interpersonal skills, displaying genuine care and empathy.
• Exceptional organizational, prioritization, and time management skills; comfortable managing multiple tickets in a fast‑paced setting.
• Proven problem solver with innovative ideas and the ability to communicate technical issues clearly.
• Passionate about building strong customer relationships.
• Experience with Word Press, Divi, Zendesk, Salesforce, and Canva, or digital marketing tools.
• Knowledge of basic website coding principles (HTML, CSS, and JavaScript).
• Knowledge of DNS, SSL, and Email Hosting is a plus!

• Medical coverage for employees and dependents (80-90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental & Vision coverage available.
• Basic Life and AD&D Insurance.
• Short and Long Term Disability.
• Generous Time Off + 13 Paid Annual Holidays.
• Paid Parental Leave.
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance.
• $250 Annual Stipend for Learning and Development.

We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves  encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.