Technical Support Team Lead – Managed WordPress Hosting

About the role

We are seeking a Technical Support Team Lead to join our managed WordPress hosting operation in South Africa. In this player‑coach role you will combine hands‑on technical support with leadership of a 24/7 support team, ensuring high‑quality customer experiences and continuous improvement of processes.

Key responsibilities

• Lead, mentor and develop a team of Technical Support Engineers, fostering a high‑performing support culture.
• Act as a working manager (“player‑coach”) 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.
• Design, implement and improve support processes, workflows and escalation paths.
• Develop and deliver training programs to strengthen technical expertise and customer communication.
• Manage scheduling, coverage planning and resource allocation to ensure 24/7 support continuity.
• Collaborate with Product, Sales and Engineering teams to share customer insights and drive product improvements.
• Identify recurring technical issues and implement long‑term solutions to reduce ticket volume.
• Serve as an escalation point for high‑impact customer situations, ensuring timely resolution.

Required profile

• Proven experience in technical support leadership or senior support roles within 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 performance, configuration and migrations.
• Deep understanding of support operations, SLAs and KPIs in a 24/7 environment.
• Excellent communication skills with the ability to translate technical concepts for customers.

Required skills

• WordPress
• Managed hosting infrastructure
• Website performance analysis
• Hosting configuration
• Site migrations
• Technical troubleshooting