Support Coordinator (WordPress)

We’re seeking a Support Coordinator who wants to make a positive impact on the world by helping to ensure we provide a highly-organized, empathetic, top-notch support experience for our clients.

Why work at Yoko Co?

• Do good, better: We exclusively serve clients who make a positive impact on the world. This is your chance to build things that help create a better place for all of us.
• 4-day work week and lots of holidays. Mondays are flex days, meaning you’re free to take them off if you’re caught up on your work. Plus, we’re closed for nearly a full week at Thanksgiving (November), and two weeks at the end of the year, plus a bunch of other days, too. Work-life balance FTW!
• High performance, no jerks. You’ll collaborate with good people who believe in doing great work.
• Best Place to Work (and that’s not just our opinion). We’ve been named a Best Place to Work by the Inc. 5000 and Washington Business Journal.

We value team members who are motivated by our mission and driven to make a positive impact. If you have a passion for excellence, a growth mindset, and a commitment to collaboration, we’d love to hear from you.

As a Support Coordinator, you’ll be responsible for ensuring that our support team stays on track and our clients remain happy. You’ll manage communication between clients and our technical team, keep support requests moving forward, and occasionally coordinate with other departments.

On the Client Side:

You’ll build and maintain strong relationships with our clients—help them feel valued and confident that we’re on top of their needs. You’ll also serve as a point of contact for support inquiries, ensuring clients understand the status of their requests and feel well taken care of.

When things get complicated, you’ll help clients articulate their issues clearly, and collaborate with our technical team to provide the best solutions.

On the Coordination Side:

You’ll manage the flow of support tickets, ensuring our team stays organized and deadlines are met. You’ll also prioritize and assign tasks to the support team, helping to balance workloads and keep everything running smoothly. When needed, you’ll coordinate with other departments to resolve cross-team issues and deliver thoughtful solutions to our clients.

Here’s a sample of a few recent support coordination tasks, so you can get an idea of the types of things you might encounter on a day-to-day basis:

• Ensure a long-overdue critical client support request was properly escalated and followed through until resolution.
• Organize and facilitate a meeting between the support team and a client’s in-house IT director to discuss changes to their security policy.
• Monitor ticket volumes to prevent bottlenecks, and coordinate with our production manager to assign tasks based on availability.
• Set up an intro call with a client’s new marketing director, to talk about their initiatives for the next year.
• Help a client prioritize multiple separate support requests, by organizing a call to review their needs, then triaging those priorities to our support engineers.
• Collaborate with one of our digital strategists to resolve a client’s question about improving their site’s search visibility.
• Organize a monthly check-in with a client who just launched a new marketing campaign, to proactively review their site’s performance and identify any potential future needs.
• Help a project manager prepare an estimate to create a last-minute landing page for a high-profile client event.

Qualifications

• Excellent communication and interpersonal skills—you know how to build trust and make clients feel heard.
• Strong organizational abilities—you excel at multitasking, prioritizing, and keeping teams on track.
• Experience working with WordPress, as a user or site administrator.
• Hands-on development experience is a big plus, though not a necessity for this role. However, it’s important that you have a good grasp of web development and digital marketing concepts.
• Experience coordinating with teams, ideally in a client-facing or support role.
• Excellent spoken and written English skills.

What you get:

You’ll get a flexible schedule, unlimited time off, a competitive salary, a profit share bonus (starting in your second year), the ability to work wherever you want, a personal development budget, and all US federal holidays and multiple weeks off at the end of the year to recharge. We’ll also offset your entire carbon footprint. If you’re in the US, we also offer health insurance, disability and life insurance, and 401(k) matching.

More about us:

We’re a group of people who are passionate about the work we do, the clients we serve, and improving our craft. We also care about each other — we don’t think of one another as coworkers or employees, but as fellow humans. From developers to designers, project managers to strategists, we bring out the best in each other.

We’ve been in business for over a decade, our whole team is remote, we’ve been named a Best Place to Work by the Inc. 5000 and the Washington Business Journal.

To apply:

If you’re interested, fill out our application form. (An actual human from our team looks at every submission. P.S. – We encourage you to include a video message!)

We take applicants from all over the world. However, you must be willing to work a schedule that overlaps with normal US business hours.