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 team performance, SLAs, and technical growth. Focus on resolving complex customer escalations, conducting website performance audits, and implementing support strategies for scalability.

Location: Must be based in Latin America or North America

Salary: $40,000 – $60,000 USD

Company

hirify.global is a world-class managed WordPress hosting provider specializing in scalable, highly available services for agencies, builders, and businesses.

What you will do

• Manage, mentor, and develop a team of Technical Support Engineers to ensure a world-class customer experience.
• Set performance goals and provide regular coaching and feedback based on tracked metrics and SLAs.
• Act as a player-coach, directly answering complex technical questions and performing website performance audits.
• Serve as the primary point of escalation for resolving difficult customer interactions.
• Develop and implement new strategies to improve customer satisfaction and team efficiency.
• Collaborate cross-functionally with Sales, Product, and Automattic teams to relay customer feedback.

Requirements

• Deep technical background in both WordPress and Hosting.
• Proven track record of managing high-performing technical teams.
• Must be based in Latin America or North America.
• Exceptional verbal and written communication skills for both technical and non-technical audiences.
• Experience leveraging AI to solve problems and increase productivity.
• Strong organizational and project management skills.

Culture & Benefits

• Remote work with home office setup and coworking allowances.
• Open vacation policy with no set number of days per year.
• Comprehensive health, dental, and vision benefits for US-based staff.
• Matching 401(k) and life/disability insurance for US-based staff.
• Budget for hardware, software, books, or conferences to promote continuous learning.