TechnicalSupportTeamLead

At Pressable, a managed WordPress hosting service, we’re seeking a dynamic and experienced Team Lead for our growing 24/7 Technical Support team. This role is a “player-coach” position, where you will be instrumental in ensuring our customers receive world-class support while simultaneously elevating the performance and technical growth of your team. As a working manager in a fast-paced environment, your primary focus will be on supporting, coaching, and enabling our team of highly technical Support Engineers. You will manage their day-to-day performance by providing regular coaching and performance feedback. You will accurately track various metrics and SLAs to ensure that our customer-facing standards are met, and work with leadership to develop and implement new support initiatives. As this is a hybrid role, you’ll also be expected to work in our support queue as needed, responding to customer inquiries through email-based tickets and live chats. You will also work cross-functionally with our Sales, Product, and broader Automattic teams to provide seamless solutions and relay valuable customer feedback to inform future development. Responsibilities: Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment that provides a world-class experience for our customers. Set clear performance goals and expectations, and ensure they are met by regularly assessing individual and team performance, as well as providing timely feedback and coaching. Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites. Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way. Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering. Actively monitor and