Technical Support Team Lead – Managed WordPress Hosting

About the role

This is a hands‑on leadership position within a 24/7 technical support environment that focuses on managed WordPress hosting. You will act as a player‑coach, balancing direct customer assistance with the development and performance management of a team of highly technical Support Engineers.

Key responsibilities

• Lead, mentor and develop a team of Technical Support Engineers, fostering a collaborative culture.
• Act as a working manager by handling complex customer issues, website audits, migrations and escalations.
• Monitor, analyse and report on team performance metrics, SLAs and customer‑satisfaction indicators.
• Conduct regular 1:1s, coaching sessions and performance reviews.
• Design, implement and improve support processes, workflows and escalation paths.
• Develop and deliver training programs to strengthen technical expertise and communication skills.
• Manage scheduling, coverage planning and resource allocation for 24/7 support continuity.
• Collaborate with Product, Sales and Engineering to share insights and drive product improvements.
• Identify recurring technical issues and implement long‑term solutions to reduce ticket volume.

Required profile

• Proven experience in technical support leadership or senior customer support roles within a SaaS or hosting environment.
• Strong background in WordPress and managed hosting infrastructure.
• Demonstrated ability to manage and mentor technical teams and drive performance improvements.
• Hands‑on expertise troubleshooting complex technical issues, including website performance, hosting configuration and migrations.
• Deep understanding of 24/7 support operations, SLAs and support KPIs.
• Excellent communication skills.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance troubleshooting
• Hosting configuration
• Migrations