Technical Support Team Lead
New
P
PressableManaged WordPress Hosting
We are currently looking for candidates in Latin America and North America only.Full-TimeManager
Salary40,000 - 60,000 USD per year
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Job Details
- Required Skills
- Project ManagementTechnical supportWordPress
Requirements
- Deep technical background in WordPress.
- Deep understanding of managed hosting services.
- Proven track record of managing high-performing teams.
- Experience developing and implementing customer support strategies.
- Experience building and scaling processes within a technical organization.
- Experience leveraging AI for productivity and tool building.
- Experience working in a cross-functional environment.
- Excellent verbal and written communication skills.
- Strong organizational and project management skills.
- Ability to present technical information to non-technical audiences.
Responsibilities
- 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.
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