Technical Support Team Lead

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

📋 Description

• Oversee, mentor, and nurture a team of Technical Support Engineers, promoting a collaborative and high-achieving atmosphere that delivers an exceptional experience for our clients.

• Establish clear performance objectives and expectations, ensuring they are fulfilled by consistently evaluating both individual and team performance, along with providing prompt feedback and coaching.

• Exemplify leadership as a player-coach, actively engaging with customers by addressing complex technical inquiries, conducting website performance assessments, and facilitating the migration of customer websites.

• Act as an escalation point, positively resolving intricate or challenging customer interactions.

• Recognize, cultivate, and execute new strategies to enhance customer satisfaction, team efficiency, and the overall quality of our product offerings.

• Proactively monitor and report on the performance of our support team to guarantee that standards, policies, and SLAs are consistently met or surpassed.

• Design and deliver training programs and materials aimed at improving the technical and customer-facing abilities of the team.

• Manage scheduling responsibilities, which include reviewing and approving time-off requests, adjusting schedules for adequate coverage, and coordinating additional support from third-party contractors.

• Collaborate with the Head of Support to devise and implement changes tailored to the needs of the department, the company, and our clients.

• Hold regular one-on-one meetings with your team, dedicating time to connect with them while providing feedback and coaching to aid in their professional development.

⛳️ Requirements

• You are a results-driven leader passionate about customer support and team development.

• You excel in a fast-paced start-up setting and are adaptable to various roles.

• You have a solid understanding of effective customer interactions, creating outstanding customer experiences, and coaching and motivating others.

• You possess a robust technical background in both WordPress and Hosting.

• You have a demonstrated history of leading high-performing teams.

• Your communication and interpersonal skills are outstanding, allowing you to forge strong relationships with both internal and external stakeholders.

• You are proactive, well-organized, and possess excellent problem-solving and decision-making skills.

• You excel in leading and motivating technical teams to achieve and surpass performance goals.

• You have experience in developing and executing customer support strategies that foster customer satisfaction and facilitate efficient scaling.

• You are skilled in building and expanding processes and training programs within a technical organization.

• You are adept at utilizing AI to resolve issues, create tools, and enhance productivity.

• You work effectively in a cross-functional environment, partnering with Sales, Support, and Product teams.

• You analyze customer data to uncover trends and insights that drive strategic decision-making.

• You manage and resolve complex customer escalations proficiently.

• You have experience in WordPress development and a comprehensive understanding of managed hosting services.

• You possess excellent verbal and written communication skills, capable of presenting technical information to both technical and non-technical audiences.

• You have strong organizational and project management skills.

🏝️ 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.