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
  

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