Shift Lead Supervisor – WordPress Support

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🔥 4 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟠 Senior

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Rocket.net

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

☁️ SaaS

🛍️ eCommerce

🏢 Enterprise

SaaS • eCommerce • Enterprise

Rocket. net is a managed WordPress hosting platform that delivers fast, secure, and fully-optimized hosting powered by Cloudflare Enterprise. The service offers all-in-one features including enterprise CDN, website firewall (WAF), malware protection, automatic updates, free migrations, and performance tools tailored for WordPress, WooCommerce, agencies, resellers, and enterprise customers, backed by 24/7 expert support. Rocket. net emphasizes ease of use, high speed, and strong security to help businesses, publishers, and online stores improve conversions and reliability.

📋 Description

• Provide advanced technical support through Live Chat, support tickets, and Slack • Handle complex WordPress, hosting, DNS, performance, and infrastructure-related issues • Own customer escalations and ensure timely, high-quality resolutions • Assist with WordPress migrations, DNS configuration, dashboard requests, and account-related inquiries • Handle account, billing, dashboard, storage, site container, bandwidth, and account-management requests • Act as Shift Lead for the assigned support team and ensure smooth daily operations • Monitor support queues, workloads, ticket distribution, and staffing • Coach, mentor, onboard, and train Support Engineers • Assist with difficult customer issues and technical escalations • Enforce SOPs, company policies, support procedures, and operational standards • Partner with the Support Manager and report on shift performance, incidents, escalations, and team concerns • Monitor hosting infrastructure, server status, service health, and platform alerts • Coordinate infrastructure incident responses and escalate issues to Engineering, Systems, or appropriate teams • Monitor support metrics, response times, customer satisfaction, and operational efficiency • Identify recurring issues and improve support processes and customer experience • Maintain internal documentation, SOPs, and knowledge base articles • Communicate operational updates, incidents, and shift handoffs to management and cross-functional teams • Serve as the primary operational lead during assigned shifts

🎯 Requirements

• 4+ years of WordPress support experience • Previous experience leading, mentoring, or supervising a technical support team highly preferred • Excellent written and verbal communication skills in English • Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments • Experience with Live Chat and helpdesk platforms • Familiarity with cPanel, NGINX, Apache, MySQL, and common web hosting stacks • Knowledge of Linux command line via SSH, including WP-CLI • Extensive WordPress troubleshooting experience • Experience with Page Builders and caching plugins • Experience with Cloudflare and advanced DNS • WordPress website optimization experience is a plus • PHP and custom WordPress development experience is a plus • Knowledge of Redis, CDN, WAF, and page caching is a plus • Strong organizational, coaching, and decision-making skills • Ability to prioritize multiple tasks and remain calm in a fast-paced environment

🏖️ Benefits

• Ability to work from anywhere in the world • Flexible Vacation • Paid Education • Equal opportunity employer committed to diversity and inclusion • Disability accommodations throughout the hiring process