Technical Support Lead

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🕒 Julho 27

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Pressable

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2010

☁️ SaaS

🤝 B2B

🏢 Corporativo

💰 $1.500.000 Venture Round - Pressable em 2015-04

SaaS • B2B • Enterprise

A Pressable é um provedor de hospedagem gerenciada para WordPress, construído sobre o WP Cloud da Automattic, que oferece infraestrutura de nuvem de nível empresarial com escalonamento automático e uma CDN global para sites WordPress e WooCommerce. Oferece planos de hospedagem gerenciada e soluções white-label para agências, ferramentas amigáveis ​​para desenvolvedores (SSH, Git, WP-CLI), migrações gratuitas com especialistas, suporte especializado 24/7 e recursos de segurança (Jetpack Security, WAF, backups). A Pressable também fornece um produto de gerenciamento com IA (Pressable MCP) para automatizar a criação, configuração, monitoramento e outros fluxos de trabalho do WordPress. Os clientes incluem agências, lojas de comércio eletrônico, sites de alto tráfego e corporativos.

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.

🏖️ 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.