TechnicalSupportTeamLead

## Accountabilities Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution Requirements Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment Strong technical background in WordPress and managed hosting infrastructure Experience managing or mentoring technical teams and driving performance improvements Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences Strong organizational, prioritization, and decision-making skills in fast-paced environments Experience building or improving support processes, playbooks,