Technical Support Team Lead, Pressable

<p>At <a href="https://pressable.com/">Pressable</a>, a managed <a href="https://wordpress.org/">WordPress</a> hosting service, we’re seeking a dynamic and experienced Team Lead for our growing 24/7 Technical Support team. This role is a “player-coach” position, where you will be instrumental in ensuring our customers receive world-class support while simultaneously elevating the performance and technical growth of your team.</p> <p>As a working manager in a fast-paced environment, your primary focus will be on supporting, coaching, and enabling our team of highly technical Support Engineers. You will manage their day-to-day performance by providing regular coaching and performance feedback. You will accurately track various metrics and SLAs to ensure that our customer-facing standards are met, and work&nbsp; with leadership to develop and implement new support initiatives. As this is a hybrid role, you’ll also be expected to work in our support queue as needed, responding to customer inquiries through email-based tickets and live chats.</p> <p>You will also work cross-functionally with our Sales, Product, and broader Automattic teams to provide seamless solutions and relay valuable customer feedback to inform future development.</p> <h4>Responsibilities:</h4> <ul> <li>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.</li> <li>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.</li> <li>Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites.&nbsp;</li> <li>Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way.</li> <li>Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering.</li> <li>Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded.</li> <li>Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.</li> <li>Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors.</li> <li>Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers.</li> <li>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.</li> </ul> <h4>About You:</h4> <ul> <li>You are a results-oriented leader with a passion for customer support and team development.</li> <li>You thrive in a dynamic start-up environment and are comfortable wearing multiple hats.</li> <li>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.</li> <li>You have a deep technical background in both WordPress and Hosting.</li> <li>You have a proven track record of managing high-performing teams.</li> <li>Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders.</li> <li>You are proactive, organized, and possess excellent problem-solving and decision-making abilities.</li> </ul> <h4>In addition, you have experience with:</h4> <ul> <li>Leading and motivating technical teams to achieve and exceed performance targets.</li> <li>Developing and implementing customer support strategies that create happy customers and enable efficient scaling.</li> <li>Building and scaling processes and training programs within a technical organization.</li> <li>Leveraging AI to solve problems, build tools, and increase your productivity.</li> <li>Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams.</li> <li>Analyzing customer data to identify trends and insights that inform strategic decision-making.</li> <li>Managing and resolving complex customer escalations.</li> <li>WordPress development and a deep understanding of managed hosting services.</li> <li>Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences.</li> <li>Strong organizational and project management skills.</li> </ul> <h4>About Pressable&nbsp;</h4> <p>Founded in 2010, Pressable is a world-class managed WordPress hosting provider that specializes in scalable, highly available services for agencies, builders, developers, and businesses.</p> <p>With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with <a href="https://woocommerce.com/">WooCommerce</a> and <a href="https://jetpack.com/">Jetpack</a>, Pressable provides the tools you need to reliably manage your WordPress websites with ease.</p> <p><strong>We are currently looking for candidates in Latin America and North America only.</strong></p> <p><strong>Salary range: $40,000 -$60,000 USD</strong>.<strong> </strong>Please note that while salary ranges are presented here in USD, we will pay in local currency.</p> <p>We are searching for high-caliber candidates with the skills and qualities to have a net positive for Pressable. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated for the right candidate.</p> <h4>Perks &amp; Benefits of Joining Pressable!</h4> <ul> <li>Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision).</li> <li>Matching 401(k) for US-based staff.&nbsp;</li> <li>Life and Disability Insurance for US-based staff (100% Paid Life, &amp; LTD).</li> <li>Work from home with home office setup and coworking allowances.</li> <li>Open vacation policy (no set number of days per year).&nbsp;</li> <li>Hardware and software, books or conferences that promote continued learning.</li> </ul> <p>Check out these links to learn more about <a href="https://automattic.com/how-we-hire/">How We Hire</a> and <a href="https://automattic.com/expectations/">What We Expect from Ourselves</a>.&nbsp;</p> <p>So, are you ready to embark on this thrilling WordPress adventure? We can’t wait to welcome you to the Pressable team and empower you to <a href="https://automattic.com/about/">make the web a better place</a>. Come join us in crafting an exceptional customer experience and revolutionizing the world of WordPress hosting. Apply now and let’s build something amazing together!</p><div class="content-conclusion"><p><strong>About Automattic</strong>&nbsp;</p> <p>Now in <a href="https://timeline.automattic.com/">our 20th year</a>, we’re the people behind <a href="http://wordpress.com/">WordPress.com</a>, <a href="https://href.li/?http://woocommerce.com/">WooCommerce</a>, <a href="https://www.beeper.com/">Beeper</a>, <a href="https://href.li/?https://www.tumblr.com/">Tumblr</a>, <a href="https://href.li/?http://simplenote.com/">Simplenote</a>, <a href="https://href.li/?http://jetpack.com/">Jetpack</a>, <a href="https://href.li/?http://longreads.com/">Longreads</a>, <a href="https://href.li/?https://dayoneapp.com/">Day One</a>, <a href="https://href.li/?https://www.pocketcasts.com/">PocketCasts</a>, and more. We believe in making the web a better place.</p> <p>We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.</p> <p><a href="https://github.com/Automattic">We believe in Open Source</a>, and the vast majority of our work is available under the <a href="https://en.wikipedia.org/wiki/GNU_General_Public_License">GPL</a>. Automattic is a <a href="https://mostlovedworkplace.com/companies/automattic-inc/">Most Loved Company</a>, an Equal Opportunity employer, and <a href="https://disabilityconfident.campaign.gov.uk/">Disability Confident Committed</a>. (<a href="https://happinessengineer.blog/2022/09/08/happiness-for-everyone-working-with-a-disability-at-automattic/">Here’s what that might mean for you</a>.) If you need disability-related accommodations during the application or interview process, please <a href="https://automattic.com/disability-related-accommodation-request/">fill out this form</a>. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our <a href="https://automattic.com/automattician-resource-groups/">Employee Resource Groups</a>.</p> <p>You can track your application status and more at <a href="https://my.greenhouse.io/users/sign_in" target="_blank">MyGreenhouse</a>.</p> <p>To learn about how we handle your data, please review our <a href="https://automattic.com/privacy/">Privacy Policy</a>.</p> <p><em>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster</em> <a href="https://automattic.wordpress.com/wp-content/uploads/2026/03/22-088_eeoc_knowyourrights6.12.pdf"><em>here</em></a><em>. Automattic participates in the</em> <a href="https://automattic.wordpress.com/wp-content/uploads/2026/03/e-verify_participation_poster_eng_es.pdf"><em>E-Verify program</em></a><em> in certain locations, as required by law</em>.</p></div>