Specialist, Web Support

Job Description

Job Description

We’re the nationwide leader in home gardening and have been inspiring gardeners for over 150 years. As a privately owned seed, plant, and garden goods company, we reach millions of gardeners each year across retail, direct-to-consumer, and e-commerce channels. At Burpee, we’re driven by quality, innovation, and a deep passion for helping people grow successfully at home. Our brand is one of the most recognized and trusted names in gardening, built on generations of expertise and a commitment to excellence. This is your chance to join a company with a rich legacy, a loyal customer base, and a team that takes pride in helping gardens, and careers, grow.

Job Summary:

The Web Support Specialist is responsible for ensuring the quality, reliability, and accessibility of the company’s web ecosystem. This role manages the processes that support website stability and continuous improvement, including collecting and prioritizing requests, validating updates before launch, coordinating user testing, maintaining clear documentation, and monitoring accessibility standards.

The Web Support Specialist plays a key role in maintaining a well-organized and effective web support structure, helping ensure the website meets organizational expectations for usability, clarity, compliance, and overall performance. This position collaborates with internal teams to support a consistent, high-quality web experience for all users.

Location:

300 Park Ave, Warminster PA. 100% Onsite. Monday - Friday 8am-5pm.

Help Desk & Issue Management

• Manage the internal web help desk intake system; triage and prioritize bugs, enhancement requests, and user feedback.

• Investigate reported issues and recommend potential resolutions.

• Communicate status updates and timelines to stakeholders.

• Identify recurring issues and recommend process or product improvements.

Quality Assurance (QA)

• Own the QA process for website updates and releases.

• Develop and execute test plans for new features and enhancements.

• Maintain QA documentation and test scripts.

• Partner with engineers to validate fixes and ensure quality standards are met.

User Acceptance Testing (UAT)

• Coordinate UAT for major releases and new functionality.

• Guide stakeholders through testing and collect feedback.

• Track testing progress and report results to leadership.

Documentation

• Create and maintain SOPs, process documentation, and knowledge base content.

• Ensure documentation is clear, current, and accessible.

• Support onboarding and cross-team training as needed.

Accessibility & Compliance

• Monitor website accessibility and support ADA/WCAG compliance.

• Track accessibility metrics and report trends.

• Collaborate with design and engineering teams to improve accessibility.

Minimum Qualifications:

• Strong analytical skills. 
• Proactive and results-driven mindset. 
• Experience in QA, support operations, product support or project coordination. 
• Familiarity with website accessibility guidelines (WCAG) and ADA compliance considerations. 
• Strong communication and documentation skills, especially for non-technical audiences. 
• Ability to coordinate across teams and manage multiple concurrent priorities. 
• Detail-oriented mindset with a commitment to process improvement and user experience quality. 
• Strong understanding of Order to Cash lifecycle on an e-commerce platform. 

Benefits:

• Medical, Dental, Vision
• Health Reimbursement Account
• 401(k) Plan with company match
• Generous Paid Time Off
• Employee Assistance Program
• Tuition Reimbursement
• Training and Development
• Short / Long Term Disability
• Life Insurance
• KASHABLE loan program
• Free garden vegetables from our farm from June to September!