Shift Lead Supervisor - WordPress Support

Description Rocket.net is looking for a Shift Lead Supervisor to help lead our world-class WordPress Support team. This is a hands-on leadership role that combines technical support with team supervision and operational excellence. As a Shift Lead Supervisor, you will continue providing expert technical assistance to customers while serving as the primary point of contact for your shift. You'll help coach and mentor Support Engineers, ensure service levels are met, oversee daily operations, and work closely with Support Management to maintain the exceptional customer experience Rocket.net is known for. The ideal candidate is an experienced WordPress professional with strong technical skills, excellent communication abilities, and a passion for developing people and improving processes. Responsibilities Customer Support Provide advanced technical support through Live Chat, support tickets, and SlackHandle complex WordPress, hosting, DNS, performance, and infrastructure-related issuesTake ownership of customer escalations and ensure timely, high-quality resolutionsAssist customers with WordPress migrations, DNS configuration, dashboard requests, and account-related inquiriesHandle basic account, billing, and dashboard-related requests, including adding storage space, creating or expanding site containers, increasing bandwidth limits, and assisting customers with common account management tasksDeliver an exceptional customer experience with every interaction Team Leadership Act as the Shift Lead for the assigned support team, ensuring smooth day-to-day operationsMonitor support queues and workloads to ensure timely responses and balanced ticket distributionProvide guidance, coaching, and technical mentorship to Support Engineers during your shiftAssist team members with troubleshooting difficult customer issues and technical escalationsEnsure Standard Operating Procedures (SOPs) are consistently followedHelp onboard and train new Support EngineersFoster a collaborative, positive, and customer-focused team environment Operations & Management Partner closely with the Support Manager to ensure smooth day-to-day support operations and consistent service qualityReport directly to the Support Manager, providing regular updates on shift performance, operational issues, customer escalations, and team concernsOversee the health of Rocket.net's hosting infrastructure during assigned shifts by monitoring server status, service health, and platform alertsIdentify, investigate, and coordinate responses to infrastructure incidents, escalating issues to Engineering, Systems, or the appropriate internal teams when necessaryMonitor support metrics, response times, customer satisfaction, and operational efficiency to ensure service level objectives are consistently metEnsure support queues are properly managed and staffed throughout the shiftIdentify trends, recurring issues, and opportunities to improve support processes and customer experienceContribute to the development and maintenance of internal documentation, SOPs, and knowledge base articlesCommunicate important operational updates, incidents, and shift handoffs to management and cross-functional teamsServe as the primary operational lead during assigned shifts, making informed decisions to maintain platform stability and deliver exceptional customer supportEnforce company policies, support procedures, and operational standards, ensuring team members consistently follow established guidelines and best practicesPromote accountability by addressing policy violations, reinforcing expectations, and escalating performance or compliance concerns to the Support Manager when appropriate Requirements 4+ years of WordPress support experiencePrevious experience leading, mentoring, or supervising a technical support team is highly preferredExcellent written and verbal communication skills (English)Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environmentsExperience with Live Chat and helpdesk platformsFamiliar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc.)Knowledge of Linux command line (SSH) including WP-CLIExtensive experience troubleshooting WordPressExperience with Page Builders and caching pluginsExperience with Cloudflare and advanced understanding of DNSExperience optimizing WordPress websites is a plusExperience with PHP and custom WordPress development is a plusKnowledge of Redis, CDN, WAF, and page caching is a plusStrong organizational, coaching, and decision-making skillsAbility to prioritize multiple tasks and remain calm in a fast-paced environment Benefits So what are the advantages of working with a pretty amazing tech company? Ability to work from anywhere in the world. You can travel and work in a new city every month. Work and travel without ever using your vacation time. This is a remote position Flexible Vacation. Never get denied a vacation request ever again Paid Education. We care about your career. We will help you gain new skills, and guide you on where you want to go Come work with a fun, driven, and amazing team at Rocket.net! Rocket.net is an equal opportunity employer committed to diversity and inclusion. As a multicultural organization, we encourage individual achievement and recognize the strength of our diverse team. Rocket.net is committed to providing accommodations for people with disabilities. If you require accommodation, we will work with you to meet your needs. Accommodation may be provided in all parts of the hiring process. We would like to thank each applicant; however, only qualified candidates will be contacted for an interview.