Support Manager

Related: Digital Account Manager, Website Coordinator

As a Support Manager for Idea Marketing Group, you will build strong, long-lasting relationships with existing clients. You excel at managing all inbound WordPress maintenance and support requests, delegating work to the production team as needed.


  • Field and schedule incoming support requests
  • Acknowledge receipt of customer’s request within 3 business hours and send turn-around estimation within 24 hours
  • Simple text and photo edits to be completed within 2-3 business days
  • Larger requests scheduled out beyond 3 days
  • Collaborate with the Lead Developer to prioritize and assign tasks accordingly
  • Manage daily support changes, and create reference documentation for team use when necessary
  • Accurately log hours
  • Utilizing Asana daily for task management and noting project details accordingly
  • Responsible for upselling Support packs, Redesigns, Improvement plans, etc. to existing clients
  • Manage monthly hosted site maintenance
  • Process customer invoices from support tickets and additional projects as necessary.
  • Work closely with the Finance & Administration Manager assisting with mail pick up and weekly check deposits.
  • Continually seek out professional development opportunities to further develop skills (minimum 36 hours per year)
  • Travel 10–20% based on need, customer face-to-face interaction, and team support


  • Bachelor’s degree in a related field or equivalent combination of education and experience
  • 5-7 years of related WordPress experience
  • Intermediate to advanced knowledge of GSuite, Asana, and HubSpot
  • Intermediate knowledge of HTML and CSS (SCSS)
  • Basic troubleshooting comprehension of JavaScript and PHP
  • Excellent written and verbal communication skills via phone and video chat
  • Good listening skills with applied creative thinking
  • Excellence in time/task management, attention to detail, and overall organization
  • Self-motivated and driven; able to work independently or collaboratively as part of a team
  • Ability to effectively communicate complex information clearly and persuasively
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We’re looking to hire a Support Manager

Idea Marketing Group is a marketing agency known for web design + development. Since 2009, we’ve built hundreds of websites and managed marketing campaigns reaching millions of people. Together, we can make the internet a better place. We employ talented individuals who are highly creative, responsible, and willing to go that extra mile. Check out all of our web design and marketing jobs.

Benefits of working with us

Working here has its perks, check it out for yourself:

  • Paid time off & holidays
  • Group health insurance
  • 401K retirement plan
  • Summer Fridays
  • Professional development opportunities
  • Performance bonuses

We will not accept phone calls/emails from recruiting or outsourcing companies.

Founded in 2009. Idea Marketing Group is a top Chicago web design agency that works intimately with consumer brands and manufacturers to help build, maintain, and market websites. See the award-winning work or a specific service like manufacturing web design.