Technical Support Team Lead, Pressable
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Key skills for this role
About the Role
Jobgether seeks a Technical Support Team Lead for Pressable, a managed WordPress hosting company. This leadership role balances direct customer support with team development in a 24/7 environment.
Key Skills for This Role
Responsibilities
- 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, or training programs
- Ability to handle escalations calmly and effectively while maintaining a customer first mindset
- Proactive, structured, and results oriented approach to leadership and problem solving
Full Job Posting
Overview
- 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.
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, or training programs
- Ability to handle escalations calmly and effectively while maintaining a customer first mindset
- Proactive, structured, and results oriented approach to leadership and problem solving
Benefits
- Fully remote working environment with flexibility and global team collaboration
- Competitive compensation aligned with experience and impact potential
- Open vacation policy supporting work life balance and autonomy
- Home office setup support and coworking allowances
- Health, dental, and vision coverage (for eligible employees depending on location)
- Life and disability insurance benefits (for eligible employees depending on location)
- Retirement savings support (e.g., 401(k) matching for eligible employees)
- Paid learning and development opportunities, including training, books, and conferences
- Opportunity to work in a global, distributed organization with strong engineering and product culture
- Direct impact on customer experience, team development, and support strategy at scale
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