WebOps Support Specialist

Introduction

The WebOps Support Specialist is a technical and client-facing role delivering exceptional service, hands-on execution, and operational discipline across a portfolio of web clients. Reporting to the Director of Project Management, this position sits at the intersection of client service and communication, internal communication and operations, upselling and scope management, and technical execution using AI.

Client Service & Communication - You are a trusted, responsive point of contact for assigned clients, building strong relationships through clear communication, proactive outreach, and a consistent white-glove service standard. You translate technical concepts into plain business language, anticipate client needs before they surface, and ensure clients always know the status of their work. You also support smooth client onboarding and look for opportunities to grow existing relationships.

Internal Communication & Operations - You manage a high-volume workload with discipline, prioritizing across competing requests and proactively flagging blockers, updates, and handoffs to the right people internally. You maintain ticket queues, follow established SOPs, and contribute to refining team processes over time. Time is recorded daily.

Upselling & Scope Management - You analyze incoming requests, help build accurate estimates for fixed-fee projects and SOWs, and scrutinize scope to prevent overages. You ensure all work is captured, billed correctly, and aligned with contract terms and hour caps.

Technical Execution Using AI - You handle hands-on technical tasks, including HTML/CSS updates, CMS page builds, content migrations, QA, and code deployments, actively applying AI tools to execute work efficiently. You contribute to team best practices around AI utilization and assist with larger development and hosting migration projects as needed.

This role is for someone equally comfortable in client conversations and working across multiple CMS platforms, and who sees AI not as a shortcut but as a capability to build on. At Fruition, you'll have the opportunity to learn and grow professionally across disciplines, working alongside senior strategists, developers, and AI practitioners on real client work.

Job Description

1. Client Service & Communication Excellence

• Client Relationships: Build and maintain strong, long-lasting client relationships by understanding and anticipating their unique needs and objectives. Develop a deep understanding of our client's businesses to provide strategic insights and recommendations.
• White-Glove Service Delivery: Provide a "best-in-class" service experience. Ensure that all client interactions are professional, empathetic, and solution-oriented.
• Communication Standards: Communicate quickly, clearly, and frequently. Ensure clients never have to wonder about the status of their requests.
• Proactive Client Engagement: Maintain a consistent rotation of outreach to assigned clients, providing valuable recommendations to enhance their digital presence. Identify and address opportunities such as resolving ADA compliance issues, updating outdated plugins/modules, improving site performance, and implementing security best practices.
• Technical Advocacy: Act as a trusted advisor to clients, translating complex technical concepts into actionable business insights.
• High Availability & Responsiveness: Maintain a consistent and reliable presence for clients, managing expectations effectively while ensuring urgent needs are addressed with priority and precision.

2. Internal Communication & Operations

• Manage a high-volume, fast-moving workload with operational discipline, prioritizing effectively across competing requests, and contributing to streamlined internal processes that make the team faster without sacrificing quality.
• Problem-solve with a proactive and solution-oriented approach.
• Develop meeting agendas, minutes, and action items for your client and internal strategy meetings.
• Facilitate day-to-day communication and provide clarity on assigned projects/tasks between internal team members and clients.
• Facilitate smooth onboarding and managing new clients.
• Promote the expansion of business with existing clients and develop new business opportunities.
• Record your time on a daily basis.

3. Upselling & Scope Management

• Budget Management: Actively monitor client budgets. Identify potential overages early and proactively alert the Director of Project Management and clients to ensure financial alignment.
• Strategic Allocations: Assign the appropriate internal or contractor resources to tickets based on skill set, budget constraints, and project priority to ensure the most cost-effective execution.
• Revenue Protection: Scrutinize ticket scopes and estimates to prevent "scope creep" and ensure that all work performed is accurately captured and billed.
• Contract Alignment: Ensure that all resource allocations and technical tasks align with the specific terms and hour caps defined in client service agreements.
• Estimating: Analyze new and existing work to help build accurate technical estimates for smaller fixed fee projects and/or larger Statements of Work (SOWs).

4. Technical Execution Using AI

• Technical Execution: Execute technical tasks utilizing AI that do not require a Senior Developer, including: * Understanding and updating HTML and CSS * Using AI tools to perform development-level work — building pages, writing and editing code, and solving technical problems independently * Adding/updating site content and assisting with content migrations * Complete marketing development requests * QAing code functionality and completing further development, if needed * Managing code deployments for completed tickets after passing QA and client UAT * Assisting with the work of larger web development projects as needed * Assisting with hosting migration projects, including stakeholder communications, technical coordination, and high-level migration planning and execution
• Rigorous QA: Participate in the Quality Assurance process, ensuring "zero-defect" handoffs before client UAT.

Required Key Skills and Education

Education: Bachelor's degree in a STEM or related field, or an equivalent combination of education and hands-on experience.

Experience: Minimum 4 years of agency-side experience in project management, web development, or a related discipline, with direct exposure to the full web/software development lifecycle.

Client & Communication Skills

• Proven ability to build and maintain strong client relationships at all levels
• Clear, confident communicator who can translate technical concepts into plain business language
• Comfortable presenting to and negotiating with clients on scope, timelines, and budgets
• Responsive and professional across all client and internal interactions

Technical Skills

• Proficiency in HTML, CSS, and CMS platforms
• Hands-on experience with web QA, code deployments, and content migrations
• Demonstrated ability to apply AI tools to technical execution and workflow efficiency
• Working knowledge of web performance, ADA compliance, security best practices, and plugin/module management

Project & Operational Skills

• Strong organizational skills with the ability to manage multiple concurrent requests and priorities
• Experience building accurate estimates and scopes of work for fixed-fee and SOW-based engagements
• Ability to identify and prevent scope creep, monitor budgets, and align work to contract terms
• Collaborative team player who can also work independently with minimal direction

Soft Skills

• Strong problem-solving instincts with a proactive, solution-oriented approach
• Adaptable and composed in a fast-moving, high-volume environment
• Self-starter with a consistent, reliable presence for both clients and internal teams

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 total annual on-target earnings (base salary plus bonus), commensurate with experience, skills, education, and/or training.

Anticipated Date When Job Opportunity is Closed or Filled: July 2026

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