Technical Support Team Lead (WordPress)

TL;DR

Technical Support Team Lead (WordPress): Managing and coaching a 24/7 technical support team for a managed hosting service with an accent on performance metrics, SLA management, and team development. Focus on acting as a player-coach by resolving complex technical escalations, performing website audits, and driving support strategy improvements.

Location: Must be based in Latin America or North America only.

Salary: $40,000–$60,000 USD

Company

A distributed, open-source-focused company behind WordPress.com, WooCommerce, and other major web tools, dedicated to democratizing publishing and commerce.

What you will do

• Manage, mentor, and develop a team of technical support engineers to ensure high-quality customer experiences.
• Set performance goals, track metrics, and ensure SLAs are consistently met.
• Act as a player-coach by handling complex technical tickets, website migrations, and performance audits.
• Serve as a point of escalation for difficult customer interactions.
• Develop and implement new support strategies to improve team efficiency and product quality.
• Collaborate cross-functionally with Sales, Product, and other internal teams to relay customer feedback.

Requirements

• Must be based in Latin America or North America.
• Proven track record of managing high-performing technical teams.
• Deep technical background in WordPress and managed hosting services.
• Strong understanding of customer support metrics, SLAs, and team coaching.
• Excellent verbal and written communication skills.
• Experience leveraging AI to build tools and increase productivity.

Nice to have

• Experience scaling processes and training programs within a technical organization.
• Background in analyzing customer data to inform strategic decisions.
• Experience managing third-party contractors for support coverage.

Culture & Benefits

• Open vacation policy with no set number of days.
• Work from home with home office setup and coworking allowances.
• Health, dental, and vision benefits for US-based staff.
• Matching 401(k) for US-based staff.
• Support for continued learning through hardware, software, books, and conferences.

Hiring process

• Application review via Greenhouse.
• Evaluation of technical and leadership skills as outlined in the company's hiring documentation.