Technical Team Lead

We are looking for a Technical Team Lead to oversee a team of Technical Support Agents supporting our client whose a leading managed WordPress hosting platform. This role is ideal for someone who combines strong technical expertise in WordPress and hosting environments with proven leadership skills. You will play a key role in driving team performance, improving customer satisfaction, and ensuring operational excellence. What You’ll Do Team Leadership & Performance Management Lead, coach, and develop a team of technical support agents Conduct regular 1:1s, performance reviews, and feedback sessions Drive key KPIs, including CSAT, SLA adherence, FRT, and resolution times Identify skill gaps and implement targeted training and coaching plans Technical Oversight Serve as an escalation point for complex technical issues Support troubleshooting across: WordPress core issues Plugin and theme conflicts Website performance optimization DNS, SSL, CDN, and caching issues Ensure accurate and efficient ticket handling Quality Assurance & Process Improvement Monitor ticket quality and provide actionable feedback Perform root cause analysis on recurring issues Improve workflows, documentation, and knowledge base usage Collaborate with QA teams to maintain high support standards Client & Stakeholder Engagement Act as a liaison between Influx and the client’s stakeholders Participate in client check-ins and performance reviews Provide insights on trends, risks, and improvement opportunities Operational Excellence Manage team schedules, coverage, and productivity Ensure SLA compliance and workload balancing Support onboarding and ramp-up of new agents What We’re Looking For Experience Required 3–5+ years in technical support (hosting or SaaS preferred) 1–2+ years in a leadership, senior, or SME role Experience supporting WordPress hosting platforms (highly preferred) Experience working with global clients or remote teams