Company
Technology
TechnicalSupportTeamLead,Pressable
Neural analysis suggests this role is
optimal for Lead candidates.
“Technical Support Team Lead, Pressable. Skills: Customer Success, Team Leadership, Technical Support. Lead technical support engineers. Mentor technical support engineers”
What You'll Achieve.
Improved customer satisfaction; Stronger team capability; More efficient support operations
Industry & Context.
Troubleshoot complex issues; Problem-solving
What They're Looking For.
Must Have
Technical support leadership experience, Team management experience, Senior customer support experience, WordPress technical background, Managed hosting infrastructure knowledge, Experience managing technical teams, Experience mentoring technical teams, Driving performance improvements, Troubleshoot complex technical issues, Website performance troubleshooting, Hosting configuration troubleshooting, Migration troubleshooting, Understanding customer support operations, Understanding SLAs, Understanding support KPIs, 24/7 support environment experience, Excellent communication skills, Organizational skills, Prioritization skills, Decision-making skills, Experience building support processes, Experience improving support processes, Experience building support playbooks, Experience improving support playbooks, Experience building training programs, Experience improving training programs, Handle escalations calmly, Handle escalations effectively, Maintain customer-first mindset, Proactive approach to leadership, Structured approach to leadership, Results-oriented approach to leadership, Proactive approach to problem-solving, Structured approach to problem-solving, Results-oriented approach to problem-solving
Nice to Have
Kubernetes experience a plus
What You'll Do.
Lead technical support engineers
Mentor technical support engineers
Develop technical support engineers
Foster high-performing culture
Foster collaborative culture
Handle complex customer issues
Perform website audits
Monitor team performance
Analyze team performance
Report on team performance
Monitor customer satisfaction
Analyze customer satisfaction
Report on customer satisfaction
Conduct coaching sessions
Conduct performance reviews
Support individual growth
Support accountability
Design support processes
Implement support processes
Improve support processes
Design support workflows
Implement support workflows
Improve support workflows
Design escalation paths
Implement escalation paths
Improve escalation paths
Develop training programs
Deliver training programs
Strengthen technical expertise
Strengthen customer communication
Manage coverage planning
Manage resource allocation
Ensure 24/7 support continuity
Collaborate with Product teams
Collaborate with Sales teams
Collaborate with cross-functional teams
Share customer insights
Drive product improvements
Identify recurring technical issues
Implement long-term solutions
Improve system stability
Serve as escalation point
Ensure timely resolution
Ensure effective resolution
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Sales teams; Engineering teams
Communication Scope
Translate technical topics
Full Job Description
## Description This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead, Pressable based in Poland. This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on “player-coach,” balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations. ## 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,
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