Technical Support Team Lead

📋 Description

• Manage and develop a team of Technical Support Engineers.
• Set clear performance goals and provide regular coaching.
• Lead by example, answering complex questions and auditing performance.
• Escalate and resolve difficult customer interactions.
• Create strategies to improve customer satisfaction and team efficiency.
• Monitor SLAs and report on team performance.

🎯 Requirements

• Deep WordPress and hosted environment knowledge.
• Proven track record leading high-performing teams.
• Strong written and verbal communication skills.
• Experience with customer support metrics and SLAs.
• Cross-functional collaboration with Sales, Product, Support.
• Proactive, organized, and problem-solving mindset.

🎁 Benefits

• Health benefits for US-based staff.
• Matching 401(k) for US-based staff.
• Life and disability insurance for US-based staff.
• Work from home with home office setup and coworking allowances.
• Open vacation policy (no set days).
• Hardware, software, books and conferences for continued learning.