Job Description
Manage client support requests, oversee maintenance contracts, and ensure SLA compliance for ongoing client relationships.
- Handle support tickets and technical inquiries
- Manage website maintenance contracts
- Monitor and ensure SLA compliance
- Create and maintain support documentation
- Escalate complex issues to appropriate teams
- Identify patterns and suggest process improvements
Requirements
- 3+ years customer support or success experience
- Experience with helpdesk/ticketing systems
- Basic understanding of web technologies (HTML, DNS, hosting)
- Excellent written communication skills
- Patient, empathetic, and solution-oriented attitude
Nice to Have
- Experience with Zendesk, Freshdesk, or similar
- Knowledge of website maintenance tasks
- Experience with CMS platforms
- Technical troubleshooting experience
About the Team
- We are Launchko, a digital agency on a mission to help small businesses succeed online with fast, affordable, professional websites.
- We serve entrepreneurs, small business owners, and creators who need a strong online presence without traditional agency complexity.
- We value ownership, continuous learning, practical execution, and the momentum that comes from shipping real client work.