Technical Support Team Lead

Team Leadership:

• Manage, mentor, and develop a team of Technical Support Engineers.
• Set clear performance goals and expectations, and provide timely feedback and coaching.
• Conduct scheduled one-on-one meetings with your team.

Customer Engagement:

• Answer complex technical questions and perform website performance audits.
• Migrate customer websites and serve as a point of escalation.
• Collaborate with Sales, Product, and broader Automattic teams.

Strategy and Operations:

• Identify, develop, and implement new strategies to drive improvements.
• Monitor and report on team performance to ensure SLAs are met.
• Create and deliver training programs to enhance team skills.