Technical Support Team Lead
New
A
Automattic CareersWordPress Hosting
We are currently looking for candidates in Latin America and North America only.Full-TimeLead
Salary40,000 - 60,000 USD per year
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Job Details
- Required Skills
- Project ManagementData AnalysisTechnical supportWordPressCustomer Success
Requirements
- Results-oriented leadership experience in customer support
- Deep technical expertise in WordPress and managed hosting services
- Proven track record of managing high-performing teams
- Experience developing customer support strategies and scaling processes
- Experience leveraging AI tools for problem-solving and productivity
- Ability to work effectively cross-functionally with Sales and Product teams
- Experience analyzing customer data for strategic decision-making
- Strong organizational and project management skills
- Excellent verbal and written communication skills
- Ability to present technical information to technical and non-technical audiences
Responsibilities
- Manage, mentor, and develop a team of Technical Support Engineers
- Set clear performance goals and expectations and provide timely feedback
- Engage with customers directly by answering complex technical questions and performing audits/migrations
- Serve as a point of escalation for complex customer interactions
- Identify and implement strategies to improve customer satisfaction and team efficiency
- Monitor team performance against standards, policies, and SLAs
- Create and deliver training programs for the team
- Manage scheduling, time-off requests, and contractor coverage
- Collaborate with department leadership on support initiatives
- Conduct regular one-on-one meetings with team members
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