Technical Support Team Lead – Managed WordPress Hosting

About the role

This is a leadership position 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 development of a high‑performing team of Support Engineers.

Key responsibilities

• Lead, mentor and develop a team of Technical Support Engineers, fostering collaboration and high performance.
• Handle complex customer issues, website audits, migrations and escalations personally.
• Monitor, analyse and report on team performance metrics, SLAs and customer satisfaction.
• Conduct regular 1:1s, coaching sessions and performance reviews.
• Design, implement and continuously improve support processes, workflows and escalation paths.
• Develop and deliver training programs to strengthen technical expertise and communication skills.
• Manage scheduling, coverage planning and resource allocation for 24/7 support continuity.
• Collaborate with Product, Sales and Engineering to share insights and drive product improvements.
• Identify recurring technical issues and implement long‑term solutions to reduce ticket volume.

Required profile

• Proven experience in technical support leadership or senior support roles within a SaaS or hosting environment.
• Strong technical background in WordPress and managed hosting infrastructure.
• Hands‑on ability to troubleshoot complex technical issues, including performance, configuration and migrations.
• Deep understanding of support operations, SLAs and KPIs in a 24/7 setting.
• Excellent communication skills with the ability to translate technical concepts for customers.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance optimisation
• Hosting configuration
• Site migrations