USD per year
Technical Support Team Lead, Pressable
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,...
About You:
- Results-oriented leader with passion for customer support and team development.
- Thrive in dynamic start-up environment; comfortable wearing multiple hats.
- Strong understanding of effective customer interaction; skilled at coaching and motivating others.
Job Details:
- Location: Latin America or North America (hybrid)
- Employment Type: Full-time
- Experience Level: Lead
Skills:
- Leadership
- Coaching
- Customer Support
- Performance Management
- Technical Troubleshooting
- Website Performance Audits
- Migration Processes
- Cross-functional Collaboration
- Metrics Tracking (SLAs)
Salary Range:
Estimated $40k-$80k USD annually based on role seniority and location.
We are passionate about making the web a better place. Automattic is a fully distributed software company that powers tens of millions of sites, stores, and conversations worldwide.
View Company Profile