Technical Support Team Lead, Pressable

<p>At <a href="https://pressable.com/">Pressable</a>, a managed <a href="https://wordpress.org/">WordPress</a> hosting service, we’re seeking a dynamic and experienced Team Lead for our growing 24/7 Technical Support team. This role is a “player-coach” position, where you will be instrumental in ensuring our customers receive world-class support while simultaneously elevating the performance and technical growth of your team.</p> <p>As a working manager in a fast-paced environment, your primary focus will be on supporting, coaching, and enabling our team of highly technical Support Engineers. You will manage their day-to-day performance by providing regular coaching and performance feedback. You will accurately track various metrics and SLAs to ensure that our customer-facing standards are met, and work  with leadership to develop and implement new support initiatives. As this is a hybrid role, you’ll also be expected to work in our support queue as needed, responding to customer inquiries through email-based tickets and live chats.</p> <p>You will also work cross-functionally with our Sales, Product, and broader Automattic teams to provide seamless solutions and relay valuable customer feedback to inform future development.</p> <h4>Responsibilities:</h4> <ul> <li>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.</li> <li>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.</li> <li>Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites. </li> <li>Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way.</li> <li>Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering.</li> <li>Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded.</li> <li>Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.</li> <li>Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors.</li> <li>Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers.</li> <li>Conduct scheduled one-on-one meeti