Shift Lead Supervisor – WordPress Support

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver high-level technical assistance via Live Chat, support tickets, and Slack.

• Resolve intricate issues related to WordPress, hosting, DNS, performance, and infrastructure.

• Manage customer escalations, ensuring prompt and high-quality solutions.

• Support WordPress migrations, DNS settings, dashboard requests, and account-related questions.

• Address requests related to accounts, billing, dashboards, storage, site containers, bandwidth, and account management.

• Function as the Shift Lead for the designated support team, ensuring efficient daily operations.

• Oversee support queues, workloads, ticket allocation, and staffing levels.

• Provide coaching, mentorship, onboarding, and training for Support Engineers.

• Assist with challenging customer inquiries and technical escalations.

• Uphold SOPs, company policies, support protocols, and operational standards.

• Collaborate with the Support Manager to report on shift performance, incidents, escalations, and team issues.

• Keep track of hosting infrastructure, server status, service health, and platform notifications.

• Coordinate responses to infrastructure incidents and escalate issues to Engineering, Systems, or relevant teams.

• Analyze support metrics, response times, customer satisfaction, and operational effectiveness.

• Identify recurring challenges and enhance support processes and customer experiences.

• Update internal documentation, SOPs, and knowledge base resources.

• Relay operational updates, incidents, and shift transitions to management and cross-functional teams.

• Act as the primary operational lead during assigned shifts.

⛳️ Requirements

• A minimum of 4 years of experience in WordPress support.

• Previous experience in leading, mentoring, or supervising a technical support team is highly desirable.

• Exceptional written and verbal communication skills in English.

• Strong troubleshooting abilities in WordPress, web hosting, DNS, caching, and Linux environments.

• Familiarity with Live Chat and helpdesk software.

• Knowledge of cPanel, NGINX, Apache, MySQL, and common web hosting architectures.

• Proficiency in Linux command line through SSH, including WP-CLI.

• Extensive experience in troubleshooting WordPress issues.

• Familiarity with Page Builders and caching plugins.

• Experience with Cloudflare and advanced DNS configurations.

• Knowledge of WordPress site optimization is a plus.

• Experience in PHP and custom WordPress development is a plus.

• Familiarity with Redis, CDN, WAF, and page caching is a plus.

• Strong organizational, coaching, and decision-making skills.

• Ability to handle multiple tasks and maintain composure in a fast-paced environment.

🏝️ Benefits

• Opportunity to work remotely from anywhere in the world.

• Flexible vacation policy.

• Paid educational opportunities.

• An equal opportunity employer dedicated to diversity and inclusion.

• Disability accommodations available throughout the hiring process.