Automattic

1 month ago

Technical Support Team Lead, Pressable

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead and mentor a 24/7 Technical Support team in a hybrid, player-coach role. Drive performance, coach engineers, manage SLAs, and collaborate cross-functionally with Sales, Product, and Automattic teams to improve customer satisfaction and product quality while handling escalations and hands-on support when needed.

Location: Anywhere

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, mentor, and develop a team of Technical Support Engineers to deliver world-class customer experiences.
•Set clear performance goals, regularly assess performance, and provide timely feedback and coaching.
•Lead by example as a player-coach, directly engaging with customers on complex technical questions and performing website performance audits.
•Serve as escalation point for difficult customer interactions and drive positive resolutions.
•Identify, develop, and implement strategies to improve customer satisfaction, team efficiency, and product quality.

Pay and Benefits

Perks:Health Insurance401kLife InsuranceDisability InsuranceRemote WorkPaid Leave

Key Requirements

•Must have a track record of leading and developing high-performing technical teams in a startup or fast-paced environment.
•Strong technical background in WordPress and hosting, with the ability to answer complex technical questions and perform website performance audits.
•Proven ability to create and implement customer support strategies that scale, improve customer satisfaction, and drive operational efficiency.
•Excellent communication and interpersonal skills; able to build relationships with internal and external stakeholders and coach others effectively.
•Experience integrating AI to solve problems, build tools, and increase productivity.

Experience:WordPressHostingCustomer Support

Skills:LeadershipCommunicationCoachingProblem-solvingOrganization

Languages:English

Tech Stack:WordPressAIHostingSLAPerformance Monitoring

Company Brief

Automattic

Automattic builds and operates web publishing and commerce products including WordPress.com, WooCommerce, Jetpack, Tumblr, and WordPress VIP, providing hosting, developer tools, and services to help individuals and businesses publish and sell online.

Industry: Publishing

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2005

Glassdoor: 2.9

Website LinkedIn Glassdoor

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Automattic

1 month ago

Technical Support Team Lead, Pressable

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Anywhere

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, mentor, and develop a team of Technical Support Engineers to deliver world-class customer experiences.
•Set clear performance goals, regularly assess performance, and provide timely feedback and coaching.
•Lead by example as a player-coach, directly engaging with customers on complex technical questions and performing website performance audits.
•Serve as escalation point for difficult customer interactions and drive positive resolutions.
•Identify, develop, and implement strategies to improve customer satisfaction, team efficiency, and product quality.

Pay and Benefits

Perks:Health Insurance401kLife InsuranceDisability InsuranceRemote WorkPaid Leave

Key Requirements

•Must have a track record of leading and developing high-performing technical teams in a startup or fast-paced environment.
•Strong technical background in WordPress and hosting, with the ability to answer complex technical questions and perform website performance audits.
•Proven ability to create and implement customer support strategies that scale, improve customer satisfaction, and drive operational efficiency.
•Excellent communication and interpersonal skills; able to build relationships with internal and external stakeholders and coach others effectively.
•Experience integrating AI to solve problems, build tools, and increase productivity.

Experience:WordPressHostingCustomer Support

Skills:LeadershipCommunicationCoachingProblem-solvingOrganization

Languages:English

Tech Stack:WordPressAIHostingSLAPerformance Monitoring

Company Brief

Automattic

Industry: Publishing

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2005

Glassdoor: 2.9

Website LinkedIn Glassdoor