Technical Support Team Lead, Pressable

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.
• Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded.
• 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.

In addition, 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.