Technical Support Team Lead, Pressable

About the role

The Technical Support Team Lead at Pressable is a player-coach position responsible for leading and developing a high-performing technical support team. This role involves managing, mentoring, and developing a team of Technical Support Engineers, setting clear performance goals, and ensuring they are met through regular assessments and coaching. The role also includes serving as a point of escalation, identifying and implementing new strategies to improve customer satisfaction, and collaborating with other departments to provide seamless solutions.

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.
• Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.
• Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors.
• Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers.
• Conduct scheduled one-on-one meetings with your team, taking time to connect with them as well as providing feedback and coaching to help them further develop in their career.

About You

• You are a results-oriented leader with a passion for customer support and team development.
• You thrive in a dynamic start-up environment and are comfortable wearing multiple hats.
• You possess a strong understanding of how to effectively interact with customers, how to create amazing customer interactions, and how to coach and motivate others.
• You have a deep technical background in both WordPress and Hosting.
• You have a proven track record of managing high-performing teams.
• Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders.
• You are proactive, organized, and possess excellent problem-solving and decision-making abilities.
• You have experience with:
• Leading and motivating technical teams to achieve and exceed performance targets.
• Developing and implementing customer support strategies that create happy customers and enable efficient scaling.
• Building and scaling processes and training programs within a technical organization.
• Leveraging AI to solve problems, build tools, and increase your productivity.
• Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams.
• Analyzing customer data to identify trends and insights that inform strategic decision-making.
• Managing and resolving complex customer escalations.
• WordPress development and a deep understanding of managed hosting services.
• Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences.
• Strong organizational and project management skills.

About Pressable

Founded in 2010, Pressable is a world-class managed WordPress hosting provider specializing in scalable, highly available services for agencies, builders, developers, and businesses. With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack, Pressable provides the tools you need to reliably manage your WordPress websites with ease.

About Automattic

Automattic is a distributed company with over 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. We believe in making the web a better place and are committed to democratizing publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. We are an Equal Opportunity employer and Disability Confident Committed.