Supv Website Design
Remote
Job Summary
Provide leadership and direction to the website design team, ensuring consistent delivery of high-quality designs aligned with SEO best practices and responsive standards. Manage team workload across scheduled production tasks and real-time client interactions to meet turnaround times and live support demand. Review team output and client interactions for quality and technical accuracy, delivering coaching and performance management to reinforce accountability. Oversee troubleshooting and resolution of website issues across ticket-based workflows and live sessions, including proper escalation when needed. Monitor performance metrics across production efficiency, call handling, and client satisfaction to drive continuous improvement in quality and service experience. Lead team development through onboarding, training, and ongoing coaching to ensure proficiency in tools, systems, and live service techniques.
Required Qualifications
- Bachelor's degree (or international equivalent) or equivalent experience
- 5+ years of related experience
- Strong understanding of web technologies (HTML, CSS, JavaScript), website design best practices, and SEO/AIO
- Established leadership skills, with the ability to motivate and hold team members accountable for performance expectations, deliver feedback, conduct quality reviews, and train and develop team members
- Knowledge of call center operations, queue management, SLA adherence, and workload balancing
- Detail-oriented mindset, with the ability to evaluate work quality and client interactions, using data and insights to drive consistency, accuracy, and process improvements
- Ability to de-escalate and apply conflict resolution for raised concerns, both internal and external
- Advanced problem solving skills to resolve complex technical and operational issues, support real-time decision-making, and remove barriers to team success
- Strong written and verbal communication skills with a focus on delivering excellent client experiences and ensuring professional, effective interactions across all channels
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