About the Role
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.
- Set clear performance goals and expectations, assessing individual and team performance while providing timely feedback.
- 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 and team efficiency.
- Monitor and report on support team performance to ensure standards and SLAs are consistently met.
- Create and deliver training programs to enhance technical and customer-facing skills.
- Manage scheduling, coverage, and arrange extra support from contractors.
- Conduct regular one-on-one meetings to connect with team members and support their career development.
About You:
- Results-oriented leader with a passion for customer support and team development.
- Thrive in a dynamic start-up environment and comfortable wearing multiple hats.
- Deep technical background in both WordPress and Hosting.
- Proven track record of managing high-performing teams.
- Exceptional communication and interpersonal skills.
- Experience leveraging AI to solve problems and increase productivity.
- Experience analyzing customer data to identify trends and insights.
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.
- Work from home with home office setup and coworking allowances.
- Open vacation policy.
- Support for hardware, software, books, or conferences that promote continued learning.