Technical Support Team Lead – Managed WordPress Hosting

About the role

This is a leadership position within a 24/7 technical support environment focused on managed WordPress hosting. The Technical Support Team Lead will act as a hands‑on player‑coach, balancing direct customer assistance with the development and 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.
• Handle complex customer issues, website audits, migrations, and escalations personally.
• Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction.
• 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.
• Serve as an escalation point for high‑impact customer situations.

Required profile

• Proven experience in technical support leadership or senior customer support roles within a SaaS or hosting environment.
• Strong technical background in WordPress and managed hosting infrastructure.
• Hands‑on ability to troubleshoot complex technical issues, including performance, configuration, and migrations.
• Experience managing or mentoring technical teams and driving performance improvements.
• Excellent communication skills with the ability to translate technical concepts for customers.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance troubleshooting
• Hosting configuration
• Site migrations
• Technical support operations (SLAs, KPIs)
• 24/7 support environment