Technical Support Team Lead, Pressable

Details

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, providing feedback and coaching to help them further develop in their career.

Requirements / About You

• Results-oriented leader with a passion for customer support and team development.
• Comfortable in a dynamic start-up environment and able to wear multiple hats.
• Strong understanding of how to effectively interact with customers and coach others to create excellent customer interactions.
• Deep technical background in both WordPress and hosting.
• Proven track record of managing high-performing teams.
• Exceptional communication and interpersonal skills for building strong relationships with internal and external stakeholders.
• Proactive, organized, with excellent problem-solving and decision-making abilities.

In addition, you have experience with:

• 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 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.

Salary

• Salary range: $40,000 - $60,000 USD (salary presented in USD; will be paid in local currency).

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.

About Pressable

Founded in 2010, Pressable is a world-class managed WordPress hosting provider that specializes in scalable, highly available services for agencies, builders, developers, and businesses. With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack, Pressable provides the tools you need to reliably manage your WordPress websites with ease.

About Automattic

Automattic is the company behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We’re a distributed company with over 1500 Automatticians globally. We believe in open source and are committed to an accessible hiring process and equal opportunity employment.