Technical Support Team Lead

🕒 Junho 8

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $40.000 - $60.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Automattic

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2005

🌐 Web 3

🤝 Sem Fins Lucrativos

💰 Funding Round em 2021-05

Web 3 • Software • Non-profit

A Automattic é uma empresa líder dedicada a tornar a web um lugar melhor, oferecendo uma variedade de serviços e ferramentas para a web. Ela oferece plataformas como o WordPress. com para criação de blogs e sites, o Tumblr para conectar pessoas com interesses em comum, o Day One para diário pessoal (journaling) e o WooCommerce para vendas online. Além disso, a Automattic disponibiliza ferramentas como o Jetpack para aprimorar a segurança, o crescimento e a velocidade dos sites, o Akismet para filtragem de spam e diversos apps para gestão de sites via mobile. A empresa também contribui com projetos sem fins lucrativos e de código aberto, incluindo o WordPress. org, e fornece soluções WordPress em nível enterprise com o WP VIP. Com foco em abertura e liberdade, a Automattic busca empoderar os usuários ao aproveitar a web para promover conectividade e expressão em escala global.

Descrição

• 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.

🎯 Requisitos

• 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. • 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 within a technical organization. • Leveraging AI to solve problems, build tools, and increase your productivity. • Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams. • Analyzing customer data to identify trends and insights that inform strategic decision-making. • Managing and resolving complex customer escalations. • WordPress development and a deep understanding of managed hosting services. • Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences. • Strong organizational and project management skills.

🏖️ Benefícios

• Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision). • Matching 401(k) for US-based staff. • Life and Disability Insurance for US-based staff (100% Paid Life, & LTD). • Work from home with home office setup and coworking allowances. • Open vacation policy (no set number of days per year). • Hardware and software, books or conferences that promote continued learning.