Shift Lead Supervisor - WordPress Support
R
Rocket.netWordPress Hosting
Ability to work from anywhere in the world.Full-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4+ years of WordPress support experience.
- Required Skills
- PHPMySQLNginxLinuxWordPress
Requirements
- 4+ years of WordPress support experience.
- Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments.
- Knowledge of Linux command line (SSH) including WP-CLI.
- Experience with Live Chat and helpdesk platforms.
- Familiarity with common web hosting stacks (cPanel, NGINX, Apache, MySQL).
- Experience with Page Builders and caching plugins.
- Experience with Cloudflare and advanced understanding of DNS.
- Previous experience leading, mentoring, or supervising a technical support team (highly preferred).
- Excellent written and verbal communication skills (English).
- Strong organizational, coaching, and decision-making skills.
- Ability to prioritize multiple tasks and remain calm in a fast-paced environment.
Responsibilities
- Provide advanced technical support through Live Chat, support tickets, and Slack.
- Handle complex WordPress, hosting, DNS, performance, and infrastructure-related issues.
- Take ownership of customer escalations and ensure timely, high-quality resolutions.
- Monitor support queues and workloads to ensure timely responses and balanced ticket distribution.
- Provide guidance, coaching, and technical mentorship to Support Engineers.
- Oversee the health of hosting infrastructure by monitoring server status and platform alerts.
- Identify, investigate, and coordinate responses to infrastructure incidents.
- Contribute to the development and maintenance of internal documentation, SOPs, and knowledge base articles.
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