Technical Support Team Lead, Pressable

Accountabilities:

• Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture


• Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations


• Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators


• Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability


• Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality


• Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team


• Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity


• Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements


• Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability


• Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution

Requirements

• Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment


• Strong technical background in WordPress and managed hosting infrastructure


• Experience managing or mentoring technical teams and driving performance improvements


• Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations


• Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment


• Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences


• Strong organizational, prioritization, and decision-making skills in fast-paced environments


• Experience building or improving support processes, playbooks, or training programs


• Ability to handle escalations calmly and effectively while maintaining a customer-first mindset


• Proactive, structured, and results-oriented approach to leadership and problem-solving

Benefits

• Fully remote working environment with flexibility and global team collaboration


• Competitive compensation aligned with experience and impact potential


• Open vacation policy supporting work-life balance and autonomy


• Home office setup support and coworking allowances


• Health, dental, and vision coverage (for eligible employees depending on location)


• Life and disability insurance benefits (for eligible employees depending on location)


• Retirement savings support (e.g., 401(k) matching for eligible employees)


• Paid learning and development opportunities, including training, books, and conferences


• Opportunity to work in a global, distributed organization with strong engineering and product culture


• Direct impact on customer experience, team development, and support strategy at scale

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