Technical Support Team Lead, Pressable

Role overview

This is a leadership position in a round-the-clock technical support setup centered on managed WordPress hosting. You will be a hands-on leader, splitting your time between resolving complex customer issues and guiding a team of highly technical Support Engineers. The role combines people management, operational ownership, and service quality improvement, with a strong focus on customer experience and support performance.

You will be responsible for maintaining service standards, watching key support metrics, and handling escalations, while also contributing directly to challenging customer cases. In parallel, you will work closely with Product, Sales, and Engineering to surface customer insights, strengthen platform reliability, and improve the overall support journey. The role suits someone with strong technical depth who enjoys coaching others, improving processes, and building support operations that scale.

Accountabilities

• Guide, coach, and grow a team of Technical Support Engineers while building a collaborative, high-performance support environment.
• Operate as a working manager by resolving advanced customer problems, reviewing websites, supporting migrations, and managing escalations.
• Track and interpret team performance data, SLA adherence, and customer satisfaction measures.
• Hold regular one-on-ones, coaching discussions, and performance reviews to encourage growth and accountability.
• Redesign and refine support workflows, escalation routes, and service practices to raise efficiency and quality.
• Create and run training initiatives that strengthen technical knowledge and customer communication skills.
• Plan schedules, coverage, and staffing to keep 24/7 support running smoothly.
• Partner with Product, Sales, and other teams to relay customer feedback and influence product improvements.
• Spot repeated technical issues and drive durable fixes that lower ticket volume and improve stability.
• Act as the escalation contact for urgent or complex customer situations and ensure timely resolution.

Requirements

• Background in technical support leadership, team supervision, or senior customer support in a SaaS or hosting setting.
• Strong working knowledge of WordPress and managed hosting infrastructure.
• Proven experience leading or mentoring technical teams and improving performance.
• Practical troubleshooting ability for difficult issues such as site performance, hosting setup, and migrations.
• Good understanding of support operations, SLAs, and KPI management in a 24/7 environment.
• Clear communication skills with the ability to explain technical topics to both technical and non-technical people.
• Strong planning, prioritization, and decision-making skills in a fast-moving environment.
• Experience creating or improving support playbooks, process documentation, or training programs.
• Calm and effective escalation handling with a consistently customer-focused approach.
• Structured, proactive, and results-driven leadership and problem-solving style.

Benefits

• Fully remote work setup with flexibility and collaboration across a global team.
• Competitive pay aligned to experience and the value you bring.
• Unlimited vacation policy designed to support balance and autonomy.
• Support for home office setup plus coworking allowances.
• Health, dental, and vision coverage for eligible employees, depending on location.
• Life and disability insurance for eligible employees, depending on location.
• Retirement savings support, such as 401(k) matching for eligible employees.
• Paid learning and development opportunities, including training, books, and conferences.
• Opportunity to work in a distributed global organization with a strong engineering and product mindset.
• Direct influence on customer experience, team growth, and support strategy at scale.

Additional information

This role is posted on behalf of a partner company, which will manage applications and the next steps in the hiring process. Selection and subsequent interview stages are handled by the hiring company’s internal team.

Privacy and hiring process notice

By applying, you acknowledge that your personal data will be processed to assess your candidacy and shared with the hiring employer as part of recruitment. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise your rights, including access, correction, deletion, and objection, at any time.

Artificial intelligence tools may be used to support parts of the hiring workflow, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.