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Jobgether
Jobgether

Technical Support Team Lead, Pressable

United Arab Emirates
Full-Time
Remote

TLDR

Lead a 24/7 technical support team for WordPress hosting, balancing hands-on issue resolution with coaching and process improvements to boost customer satisfaction.

Accountabilities:
  • Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture
  • Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations
  • Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators
  • Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability
  • Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality
  • Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team
  • Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity
  • Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements
  • Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability
  • Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution

    • Requirements

    • Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment
    • Strong technical background in WordPress and managed hosting infrastructure
    • Experience managing or mentoring technical teams and driving performance improvements
    • Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations
    • Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment
    • Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences
    • Strong organizational, prioritization, and decision-making skills in fast-paced environments
    • Experience building or improving support processes, playbooks, or training programs
    • Ability to handle escalations calmly and effectively while maintaining a customer-first mindset
    • Proactive, structured, and results-oriented approach to leadership and problem-solving

      • Benefits

      • Fully remote working environment with flexibility and global team collaboration
      • Competitive compensation aligned with experience and impact potential
      • Open vacation policy supporting work-life balance and autonomy
      • Home office setup support and coworking allowances
      • Health, dental, and vision coverage (for eligible employees depending on location)
      • Life and disability insurance benefits (for eligible employees depending on location)
      • Retirement savings support (e.g., 401(k) matching for eligible employees)
      • Paid learning and development opportunities, including training, books, and conferences
      • Opportunity to work in a global, distributed organization with strong engineering and product culture
      • Direct impact on customer experience, team development, and support strategy at scale
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
 
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
 
 
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Benefits

Equity Compensation

Competitive compensation aligned with experience and impact potential

Health Insurance

Health, dental, and vision coverage (for eligible employees depending on location)

Home Office Stipend

Home office setup support and coworking allowances

Learning Budget

Paid learning and development opportunities, including training, books, and conferences

impact on customer experience and team development

Direct impact on customer experience, team development, and support strategy at scale

Paid Time Off

Open vacation policy supporting work-life balance and autonomy

Remote-Friendly

Opportunity to work in a global, distributed organization with strong engineering and product culture

Wellness Stipend

Life and disability insurance benefits (for eligible employees depending on location)

Jobgether
Jobgether

Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.

Founded
Founded 2020
Employees
11-50 employees
Industry
Professional Services
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Customer Service
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