Web Support Specialist
Mid Level · Remote — Denver, CO
The Web Support Specialist is, at its core, a help desk role for web technologies. Our clients run live websites and applications, and things come up every day: a page needs a content update, a form breaks, a plugin needs updating, a deploy needs to go out, a client has a question that needs a fast, clear answer. You are the person who keeps all of that moving.
You will own a portfolio of web clients and serve as their primary, responsive point of contact. When a request comes in, you triage it: Is this a quick content fix you can handle yourself? Does it need a developer? Is it a scope question? Is it urgent? You coordinate the right resources, keep the client informed, and make sure nothing falls through the cracks.
This is a client-facing, operations-heavy role with a practical technical layer. You will do hands-on work — content updates, CMS page builds, HTML/CSS tweaks, QA, and deployments — using AI tools to handle tasks that do not require a senior developer. For everything bigger, you will bring in the right engineer and manage the handoff.
If you come from a technical support, help desk, IT service desk, or technical project management background and you want a role where you own client relationships and keep a busy web operations queue running smoothly, this is a strong fit.
What You'll Do
- Run the help desk for a portfolio of web clients: triage incoming requests, prioritize across a high-volume queue, and make sure every ticket gets to the right outcome.
- Be the client's trusted first call: respond quickly, communicate clearly, and keep them informed on status so they never have to chase you.
- Handle hands-on fixes that do not need a senior developer: content updates, CMS page builds, HTML/CSS changes, content migrations, and routine QA — using AI tools to move efficiently.
- Coordinate and dispatch the right internal or contractor resources for work that goes beyond your scope, and manage the handoff so the client experience stays seamless.
- Deploy completed work after it passes QA and client UAT.
- Keep tickets, time, and estimates accurate so work stays scoped, billed correctly, and aligned with client contracts and hour caps.
- Proactively reach out to clients with recommendations: ADA compliance fixes, outdated plugins, performance improvements, security updates.
The Support & Coordination Side
Triage & Dispatch
You are the intake layer for your clients. Every request lands with you first. You assess scope, urgency, and the right resource, then route it — whether that means fixing it yourself, pulling in a developer, or escalating a scope conversation.
Client Communication
You own the client relationship day to day. You set expectations, give clear status updates, translate technical issues into plain language, and make clients feel taken care of — even when the news is "we need to scope this differently."
Scope & Budget Guardrails
You scrutinize incoming requests to catch scope creep early, help build accurate estimates for fixed-fee and SOW work, and keep allocations aligned with contract terms and hour caps. You flag budget overages before they happen.
Process & Operations
You keep the queue moving with operational discipline: follow SOPs, record time daily, maintain ticket hygiene, and help refine team processes over time. You facilitate onboarding for new clients and look for opportunities to grow existing relationships.
Who You Are
- A communicator first: you are energized by helping people, not drained by it.
- Organized and calm under volume: you can manage a busy ticket queue across multiple clients without losing track of anything.
- Technically capable: you are comfortable in a CMS, can read and tweak HTML/CSS, and are not afraid of a deploy — but you do not need to be a senior developer.
- AI-fluent or AI-willing: you are excited to use AI tools to handle technical tasks that would normally need a developer.
- A natural coordinator: you are good at figuring out who needs to do what, and making sure it happens.
Required Skills & Experience
Support & Communication
- Proven experience in a client-facing support, help desk, IT service desk, or technical project management role.
- Exceptional written and verbal communication — you can make a technical issue make sense to a non-technical client.
- Comfortable managing client expectations, scope conversations, and priorities.
- Responsive and reliable: clients and teammates know they can count on you to follow through.
Technical
- Comfortable working in CMS platforms (WordPress, Drupal, or similar) — editing content, building pages, and making HTML/CSS updates.
- Familiar with web QA practices and basic deployment workflows.
- Interest in and willingness to use AI tools for technical execution.
- Working awareness of web performance, ADA/WCAG compliance, and security best practices — enough to spot issues and route them.
Experience & Education
Minimum 3 years of experience in a technical support, help desk, service desk, or technical project coordination role. Exposure to web development workflows, CMS platforms, or agency environments is a strong plus. A Bachelor's degree in a STEM or related field is valued but not required if your experience demonstrates the skills above.
A criminal background check is required for this position.
Fruition Benefits Summary
- Work/life balance — opportunities for flex schedule and remote work
- Flexible paid time off policy
- Health insurance, including medical, dental, and vision (partial employer-paid medical)
- Life insurance, short- and long-term disability, and supplemental voluntary benefits
- 401(k) with company match
- Parental leave
- Sabbatical
- Ongoing training and development
- Employee social and fundraising events
Salary Range
$55,000 – $80,000 annually.
Application deadline: August 2026. Fruition may extend the deadline if the position remains open, and any updated deadline will be posted here.
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