Our client is a leading WordPress page builder plugin. These are full-time, home office based positions.
The Support Team Leader is the direct manager of a team of mixed-skills, home-office based support agents. As a team leader, you will be responsible to manage and mentor your team, in order to deliver exceptional support to customers, through tickets, email, and chat (no phone/call center).
You will be expected to lead by example, organize work, build reports, handle escalations, ensure continuous customer support, and help with the training of new team members.
At least 3 years in a Technical Support role, and 2 years as a team leader
Experience with WordPress
Knowledge of HTML and CSS
Troubleshooting and technical issue analysis
Experience with web servers and web infrastructure
Knowledge of cloud services and hosting
Familiarity with networking and system, web debug and development tools
A leader, mentor and people manager, a problem solver
Ability to fluently communicate complex technical ideas in English, in writing
Ability to break down and guide through a technical process
Ability to work under pressure
Transparency, accountability and ability to work independently
Advantage to have:
Background working in a B2C company
Oversee the day-to-day operations of the Technical Support Team
Provide direct supervision of technical support staff, including recruitment and evaluations
Mentor your team members and provide oversight, coaching, and training
On-board new technical support team members and coordinate all resources for the onboarding process
Record and track personal and team metrics
Create/disseminate support materials for the team
Collaborate with other team members and company departments to generate greater knowledge and contribute to a better customer experience