We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day. Shift: Tuesday - SaturdayHours: 1pm - 10pm What is cool about this job?In this role, you will be responsible for the personal and professional development of the team, and should demonstrate a passion for supporting the platform that our customers (and WordPress developers!) love. This person should find solving problems irresistible, enjoy working collaboratively in a fast pace, 24/7/365 global environment and understand that delivering a world-class customer experience is at the heart of our business.The Day to Day:Leading a technical team to deliver a differentiated & world-class support experience.Responsible for key performance metrics ensuring speed, quality, and most importantly, customer satisfaction.Ability to multitask and prioritise tasks in order to maintain required productivity levels.Working with other Support Leaders to capacity plan, maintain appropriate staffing levels and handle escalated customer concerns.Working multi-functionally with all departments within WP Engine to meet our Service Level Agreements (SLAs) and customer satisfaction goals.Work closely with our business operations team to make sure all meaningful data being provided is up to date and accurate.Partner with our recruiting team to help with reviewing resumes and conducting applicant phone screens and interviews.Work with senior leadership to set direction and lead team meetings.Be a cultural leader and ambassador of our company values and ethos. Your Expertise and Passion:Previous experience of leading high performing technical or customer support teams is essential.The ideal candidate knows how to solve problems. And if you don't know how to solve them, then you need to know how to find a way to solve them.You love talking with customers to hear about their experiences and seek to understand how we can improve and over-deliver on their expectations.Knowledge of the IT industry, Hosting and various technologies.You have an operational and tactical view of the business and can provide strategic leadership and direction.You have a commitment to get things done, initiative to think about the next project, and a real passion for service.Exhibit superb attention to detail and interpersonal, written, and verbal communication skills.Experience with various Support Communication Systems, such as; Zendesk, as well as large scale Phone and Chat support systems.Perks and Benefits:Company Stock Options (Every employee is an owner in the company)Health Benefits (100% Paid Employee Medical, Dental, and Vision)Pension Scheme with a matchLife Insurance and Income Protection (100% Paid)Supplementary Maternity & Paternity Pay and Caregiver’s LeaveEmployee Assistance ProgramGenerous Vacation Time (Who doesn’t like time off)Home Office StipendTax free annual wellness benefit through Clevercards4 Company Wellness DaysOn-going education through LinkedIn Learning, Workday Learning and our Career Growth PortalFree annual subscription to Calm#LI-MT1At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.
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