About Polianna

Polianna is a digital marketing agency specializing in SEO, Google Ads, and website development. We partner with small businesses - typically in the $500K–$10M range across a variety of industries - to help them grow their online presence and drive real results. We pride ourselves on building strong, lasting client relationships and making digital marketing feel approachable and understandable.

The Role

We're looking for a Digital Marketing Client Support Specialist who thrives in a fast-paced environment and can serve as the front line of communication between Polianna and our clients. Think of this role as part relationship builder, part firefighter - you'll be the person our clients turn to when they need answers, updates, or support, and you'll make sure nothing falls through the cracks.

This role also has a growth component. As you build trust with clients, you'll be expected to identify opportunities to expand the services we provide - whether that's layering on Google Ads for an SEO-only client or recommending a website refresh to support a new campaign.

What You'll Do

Serve as the primary point of contact for client communications across email, text, and other platforms, ensuring timely and professional responses
Manage and triage incoming client requests, resolving issues quickly or escalating them to the appropriate team member
Coordinate internal workflows using ClickUp, including creating and assigning tasks to team members to keep projects on track
Maintain a consistent feedback loop with leadership to ensure client needs are being met and priorities are aligned
Review and interpret analytics (Google Analytics, Google Ads, SEO performance) and communicate results to clients in plain, jargon-free language
Identify upsell opportunities based on client goals and campaign performance, and present recommendations naturally within the relationship
Proactively identify potential client concerns and address them before they escalate
Keep detailed records of client interactions and project status to ensure seamless handoffs and continuity

Who You Are

A natural communicator who is warm and professional
Comfortable talking about digital marketing concepts (SEO, paid ads, website performance) and translating them into language small business owners can understand
Highly responsive and able to manage multiple communication channels simultaneously
Organized and detail-oriented, with the ability to juggle competing priorities without dropping the ball
Proactive and solutions-oriented — you see problems coming and act before being asked
Strong written and spoken English with an excellent grasp of context and tone
Comfortable working independently in a remote environment while staying closely aligned with the team

Nice To Have

Past experience in a similar client-facing or account management role, especially within a digital marketing agency
Familiarity with SEO tools, Google Ads, Google Analytics, or website platforms
Experience with ClickUp or similar project management tools
Experience working with small business clients

Details

This is a remote position open to candidates both within and outside the United States
You must be available during US business hours
You will be provided with a Polianna email address and access to all relevant tools and platforms
Compensation: $20–$40 per hour, depending on experience and qualifications.

Polianna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

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Digital Marketing Client Support Specialist