Customer Support Specialist

Web Design Awards runs an annual, editorially-curated awards program that recognizes the best work on the web, judged year-round by a named jury of working designers against a published rubric. We're hiring a Customer Support Specialist to be a primary point of contact for designers, studios, and agencies submitting work for judging, as well as teams browsing the index to hire — helping them navigate submissions, judging status, billing, and account questions with clarity and care.

What you'll do

• Respond to inbound support requests via email and/or chat, addressing questions about submissions, judging timelines, awards, badges, and account or billing issues
• Guide designers and studios through the submission and nomination process, including free, premium, and rushed review paths
• Help hiring teams understand how to post briefs, browse the studio index, and interpret scores and rankings
• Troubleshoot issues with award pages, badges, certificates, and account access, escalating technical bugs to the appropriate team
• Maintain accurate records of support interactions and flag recurring issues or points of confusion to product and content teams
• Contribute to and update help documentation, FAQs, and canned responses to improve self-service and response consistency

What we're looking for

• Prior experience in a customer support, customer success, or client-facing service role
• Excellent written communication skills, with the ability to explain process and policy clearly and patiently
• Comfort working with ticketing or helpdesk software and managing a queue against response-time expectations
• Strong attention to detail, especially around submission rules, deadlines, and billing questions
• Ability to stay calm and professional with frustrated or confused customers
• Basic comfort with web-based tools and the ability to learn a product's workflow quickly

Nice to have

• Familiarity with the web design, digital agency, or creative awards space
• Experience supporting both individual freelancers/studios and business customers
• Exposure to CRM or helpdesk platforms such as Zendesk, Intercom, or similar