- Manage, mentor, and develop a team of Technical Support Engineers.
- Set clear performance goals and expectations and provide regular feedback.
- Engage with customers directly as a player-coach to resolve complex issues, perform audits, and migrate websites.
- Serve as a point of escalation for complex customer interactions.
- Identify and implement strategies to improve customer satisfaction and team efficiency.
- Monitor performance against SLAs and report on metrics.
- Create and deliver training programs for the team.
- Manage scheduling, time-off, and contractor coverage.
- Collaborate with cross-functional departments and the Head of Support.
Project ManagementTechnical supportWordPress