1. Role Purpose
This role exists to handle the day-to-day work that currently lands on the CTO — client questions, bugs, and getting small changes done — so the CTO can spend more time on bigger technology decisions and growing the business.
The person in this role runs delivery on a daily basis. They only go to the CTO for things that genuinely need his decision — big scope changes, pricing, or anything that could seriously affect a client relationship.
2. Key Responsibilities
2.1 Handling Client Queries
- Be the first point of contact for day-to-day client questions and sort out what can be sorted out directly.
- Keep clients updated regularly on project status and next steps, instead of only replying when they ask.
- For anything that can't be resolved directly, pass it to the right person or bring it to the CTO with a clear recommendation.
- Keep track of every open query until it's actually closed.
2.2 Bug & Issue Handling
- Take in bugs and issues reported by clients or found by the QA team.
- Assign each issue to the right person (Development or Design) and set a clear timeline for it.
- Follow up until the fix is done, tested, and confirmed with the client.
- Keep a simple, up-to-date list of open issues for each client that the CTO can check anytime.
2.3 Implementing Website & Front-End Changes
- Work with the SEO team to understand what changes they need made on the website or front-end, based on their recommendations.
- Get those changes done through the Development team, and check that they've been implemented correctly.
- This role is not responsible for SEO strategy — only for making sure the technical changes the SEO team asks for actually get done.
2.4 Coordinating the Team
- Run regular check-ins with Development, Design, and QA to see what's on track and what's stuck.
- Keep an eye on every ongoing project so nothing slips without someone noticing early.
- Flag it early if two projects need the same person at the same time, so work doesn't get delayed.
- Make sure the team is actually following the standard process for each project, not skipping steps.
2.5 Keeping the CTO in the Loop
- Give the CTO a short, regular update on how delivery is going — the important things only, not every small detail.
- Only bring things to the CTO that genuinely need his decision — money, contracts, big scope changes, or a client relationship at risk.
- Use good judgement on what needs to go up to the CTO and what doesn't — this is the main value this role adds.
3. What This Role Can and Cannot Decide
- Can decide: who on the team works on what, in what order, and how something should be technically built, within work that's already agreed.