Hosting Support Team Lead - Remote

Overview

We are looking for a Hosting Technical Support Team Lead with great communication and leadership skills, who will oversee a team of 13-20 Level 1 Hosting Technical Support Agents, ensuring they provide world-class technical support to web hosting customers.

In Short

• Lead a team of 13 to 20 Level 1 Hosting Technical Support Agents.
• Track KPIs such as CSAT and Average Handle Time.
• Conduct quality checks to uphold high service standards.
• Promote a disciplined remote work ethic.
• Manage team attendance and schedules.
• Create performance reports for management.
• Provide coaching and mentoring to team members.
• Ensure effective communication of team objectives.
• Equip the team with necessary tools for success.
• Foster a culture of excellence and engagement.

Requirements

• 4-5 years of experience as a Hosting Technical Support Team Lead.
• 2-3 years of experience as a Hosting Technical Support Agent.
• Hands-on experience troubleshooting WordPress issues.
• Experience with file management systems (e.g. FTP, CPanel).
• Basic knowledge of HTTP response status codes.
• Experience with DNS & SSL management.
• Knowledge of the Linux Command Line.
• Experience with help desk platforms (e.g. Help Scout, Intercom, Zendesk).

Benefits

• HMO.
• Equipment provided.
• Focus on team members' well-being and work-life balance.
• Respectful work environment.
• This role is open to Philippine residents only.