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 platform. You will act as a player‑coach, balancing direct customer assistance with the development of a high‑performing support team.

Key responsibilities

• Lead, mentor and develop a team of Technical Support Engineers, fostering collaboration and high performance.
• Handle complex customer issues, website audits, migrations and escalations personally.
• Monitor, analyse and report on team metrics, SLAs and customer satisfaction.
• Conduct 1:1s, coaching sessions and performance reviews.
• Design and improve support processes, workflows and escalation paths.
• Manage scheduling, coverage planning and resource allocation for 24/7 coverage.
• Collaborate with Product, Sales and Engineering to share insights and drive platform improvements.
• Identify recurring technical problems and implement long‑term solutions.

Required profile

• Proven experience in technical support leadership or senior support roles within a SaaS or hosting environment.
• Strong background in WordPress and managed hosting infrastructure.
• Hands‑on ability to troubleshoot complex website performance, hosting configuration and migration issues.
• Deep understanding of support operations, SLAs and KPIs in a 24/7 setting.
• Excellent communication skills and ability to translate technical concepts for customers.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance troubleshooting
• Hosting configuration
• Migrations
• SLAs and support KPIs