Website Support Specialist

Designer Brands; Sacramento (CA); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical coverage

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision

Life Insurance

Disability insurance

Generous time off

Parental Leave

Pet-related perks

Learning & Development stipend

Job summary

PetDesk is seeking a Website Support Specialist to resolve customer website issues and provide timely solutions. You will communicate with customers via email and phone, troubleshoot using WordPress, Divi, and Canva, and collaborate with developers, designers, and content creators to resolve complex problems.

The role emphasizes proactive problem-solving, multitasking, and delivering a world-class customer experience while maintaining strong adherence to internal processes.

Qualifications

• 1+ year of experience with WordPress 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.
• Knowledge of basic website coding principles (HTML, CSS, and JavaScript).
• Knowledge of DNS, SSL, and Email Hosting is a plus!

Responsibilities

• 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 WordPress 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.

Skills

Customer service

Multitasking

Communication

Problem solving

Empathy

Tools

WordPress

Divi

Zendesk

Salesforce

Canva

HTML

CSS

JavaScript

DNS

SSL

Email hosting

Job description

About this role

The Website Support Specialist at PetDesk 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.

Responsibilities

• 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 WordPress 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.

About You

• 1+ year of experience with WordPress 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 WordPress, 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!

Benefits & Perks

• 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.

Equal Opportunity Statement

We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We 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.