Technical Support Team Lead – Managed WordPress Hosting

About the role

This is a hands‑on leadership position within a 24/7 technical support environment for a managed WordPress hosting service. You will balance direct customer assistance with coaching a team of highly technical Support Engineers, driving both operational excellence and team development.

Key responsibilities

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

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.
• Hands‑on ability to troubleshoot complex technical problems, including performance, configuration and migrations.
• Deep understanding of support operations, SLAs and KPIs in a 24/7 setting.
• Excellent communication skills with the ability to translate technical details for customers.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance troubleshooting
• Hosting configuration
• Site migrations
• Website audits