WordPress Support Team Manager

To love this role, here’s the type of person you are:

• You’re an excellent communicator, fluent in both verbal and written English, who makes sure nothing slips through the cracks. We believe communication is critical and there is no such thing as over-communicating.
• You love mentoring others and helping them “level up” just as much as working on a project yourself.
• You love to “nerd out” on support and bring out that enthusiasm in your team.
• You’re a quick learner, including technical concepts.
• You are comfortable giving critical feedback to peers (in a respectful and productive manner) and also truly appreciate receiving feedback yourself.
• You enjoy working remotely and managing a fully remote team.
• You’re a self-starter who loves taking initiative.
• You take pride in the quality and craftsmanship of your work rather than just doing it to get it done – with attention to detail.
• You’re happy to do tasks of all sizes, whether that means delegating work for a big project or hopping into the support queue to help with a tricky conversation.

Common responsibilities include (but are not limited to):

• Supervising and mentoring a team of supporters
• Hiring and managing support team growth
• Communicating with the team and supporting your peers using chat, audio, and video
• Developing targets and processes for the support team
• Identifying and analyzing support-related metrics

Requirements

• Experience with:
  • Managing a technical support team
  • Working remotely
  • Building systems and processes in support
  • Analyzing support metrics
  • Hiring & onboarding new team members
  • Working in a technical environment (such as online software, web host, or WordPress-related company)
• Strong written & oral communication skills
• Personal computer with reliable internet access
• Availability to participate in audio/video meetings at any time needed during work hours
• Previous remote work experience

Bonus points if you also have:

• Technical support experience within WordPress