Web Support Manager

We are seeking a Web Support Manager to join our creative, collaborative digital marketing agency based in Hoxton, East London. HdK is a small agency with a big reputation for developing digital solutions, building websites, and running marketing campaigns for clients in the arts, culture, and heritage sectors in the UK and beyond.

In this role, you’ll foster strong client relationships, ensuring client satisfaction by delivering timely web support along side managing aspects of the support team and service. You will work with HdK clients such as English National Ballet, Alexandra Palace, and the Arts Council of England, bringing exceptional communication skills, problem-solving ability, and an understanding of the arts and culture landscape.

So, what does a day in the life of a Web Support Manager look like?

Your day to day would be working through our support system (Freshdesk), solving problems, updating websites and working collaboratively in the team.

Communication
You’ll have the opportunity to work with many different people, whether internally with our talented team members and freelancers, or externally with our clients. This means communication is key. Whether by email, phone, video call or in-person, an open and friendly attitude is essential.

Managing Priorities
We work with a lot of amazing organisations on a daily basis. Being able to juggle multiple support tickets and prioritise tasks effectively is really important for this role. It can often be a fast-paced environment, but it is always exciting with the help of our supportive team.

Problem Solving
We’re a naturally curious bunch, and as such are always looking for solutions to our clients’ everyday problems. Whether strategising with internal systems or getting stuck into a new tool or plug in for a client, problem solving is a big part of the role!

Quality Assurance Testing
A keen eye for detail is required to ensure that high standards are maintained through the development of new features for our client websites, both in testing updates or in completing pre-deployment QA testing.

Working With New Tools
We work with a lot of different tools! The digital projects we work on typically involve integrating Word Press with other systems such as ticketing APIs, content paywalls, CRMs, content archives and e-commerce. An open approach to using new systems is important. Take a look at our website for case studies of recent projects.

Social Responsibility
:
As a B Corp company who works in the arts and cultural industry, we understand our social responsibility to accessibility and sustainability. The Web Support Developer will help HdK build more sustainable digital practices through our projects as well as build on the excellent work to date to make our sites more accessible to all users.

Expanding Roles
We are a small but ever growing team, so there is always the opportunity to expand your expertise across the web development and marketing arm of HdK. Be prepared to be introduced to other interesting areas of the business. This is a varied role with lots of scope to learn new skills, make great contacts and get creative.

Management

• Manage the Support offering including monthly dashboards, evolve processes, agree financial targets
• Manage the team including the Web Support Developer and future planned roles in the team

Website Support & Maintenance

• Respond to client support tickets, investigate reported issues, and provide clear, helpful updates.
• Maintain and update Word Press websites, including plugin, theme, and core updates.
• Troubleshoot common website issues such as broken layouts, plugin conflicts, or slow performance.
• Test, stage, and deploy website changes in coordination with the wider team.

Technical Troubleshooting

• Assist in diagnosing and resolving hosting, DNS, and SSL issues.

Client Communication

• Communicate effectively with clients via email, in person or ticketing systems, translating technical findings into clear, accessible language.
• Collaborate with internal teams to ensure smooth issue resolution and high service quality
• Maintain accurate time usage of client support packages

Ongoing Improvement

• Document recurring…