Role Overview
At Pressable, a managed WordPress hosting service, we’re seeking a dynamic and experienced Team Lead for our growing 24/7 Technical Support team. This role is a “player-coach” position, where you will be instrumental in ensuring our customers receive world-class support while simultaneously elevating the performance and technical growth of your team.
As a working manager in a fast-paced environment, your primary focus will be on supporting, coaching, and enabling our team of highly technical Support Engineers. You will manage their day-to-day performance by providing regular coaching and performance feedback. You will accurately track various metrics and SLAs to ensure that our customer-facing standards are met, and work with leadership to develop and implement new support initiatives. As this is a hybrid role, you’ll also be expected to work in our support queue as needed, responding to customer inquiries through email-based tickets and live chats.
You will also work cross-functionally with our Sales, Product, and broader Automattic teams to provide seamless solutions and relay valuable customer feedback to inform future development.
Responsibilities
- Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment that provides a world-class experience for our customers.
- Set clear performance goals and expectations, and ensure they are met by regularly assessing individual and team performance, as well as providing timely feedback and coaching.
- Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites.
- Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way.
- Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering.
- Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded.
- Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.
- Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors.
- Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers.
- Conduct scheduled one-on-one meetings with your team, taking time to connect with them as well as providing feedback and coaching to help them further develop in their career.
What You Bring
- You are a results-oriented leader with a passion for customer support and team development.
- You thrive in a dynamic start-up environment and are comfortable wearing multiple hats.
- You possess a strong understanding of how to effectively interact with customers, how to create amazing customer interactions, and how to coach and motivate others.
- You have a deep technical background in both WordPress and Hosting.
- You have a proven track record of managing high-performing teams.
- Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders.
- You are proactive, organized, and possess excellent problem-solving and decision-making abilities.
Additional Experience
- Leading and motivating technical teams to achieve and exceed performance targets.
- Developing and implementing customer support strategies that create happy customers and enable efficient scaling.
- Building and scaling processes and training programs within a technical organization.
- Leveraging AI to solve problems, build tools, and increase your productivity.
- Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams.
- Analyzing customer data to identify trends and insights that inform strategic decision-making.
- Managing and resolving complex customer escalations.
- WordPress development and a deep understanding of managed hosting services.
- Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences.
- Strong organizational and project management skills.
Perks & Benefits
- Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision).
- Matching 401(k) for US-based staff.
- Life and Disability Insurance for US-based staff (100% Paid Life, & LTD).
- Work from home with home office setup and coworking allowances.
- Open vacation policy (no set number of days per year).
- Hardware and software, books or conferences that promote continued learning.