Technical Support Team Lead, Pressable

Pressable, a managed WordPress hosting service and part of the Automattic family, is seeking a dynamic and experienced Team Lead for its growing 24/7 Technical Support team. This is a player-coach position: you will be instrumental in ensuring customers receive world-class support while elevating the performance and technical growth of your team of highly technical Support Engineers. As a working manager, you will coach and manage day-to-day performance, track metrics and SLAs, and still work the support queue as needed, responding to customer inquiries through email-based tickets and live chats.

Responsibilities

• Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment.
• Set clear performance goals and expectations, regularly assessing individual and team performance and providing timely feedback and coaching, including scheduled one-on-ones.
• Lead by example as a player-coach, 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 strategies that improve customer satisfaction, team efficiency, and overall product quality.
• Monitor and report on support team performance to ensure standards, policies, and SLAs are consistently met or exceeded.
• Create and deliver training programs, manage scheduling and coverage, and collaborate with the Head of Support and cross-functional Sales, Product, and Automattic teams.

Qualifications

• A results-oriented leader with a passion for customer support and team development who thrives in a dynamic start-up environment.
• A deep technical background in WordPress and hosting, including WordPress development and managed hosting services.
• A proven track record of leading and motivating high-performing technical teams to exceed performance targets.
• Experience developing customer support strategies that create happy customers and enable efficient scaling, plus building processes and training programs within a technical organization.
• Experience leveraging AI to solve problems, build tools, and increase productivity.
• Skill in analyzing customer data to identify trends that inform strategic decisions, and in managing complex escalations.
• Excellent verbal and written communication, presenting technical information to technical and non-technical audiences, with strong organizational and project management skills.