As part of WP Engine's rapid growth, we're seeking a Technical Support Manager for 1st Shift to join our team. This Technical Support Manager will be leading a diverse technical support team while managing strategic and tactical responsibilities. This person will play a key leadership role in the overall customer experience organization, and will be responsible for managing to key performance metrics.
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 environment and understand that delivering an exceptional 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.
• Managing to key performance metrics ensuring speed, quality, and most importantly, customer satisfaction.
• Ability to multi-task and prioritize tasks in order to maintain required productivity levels.
• Working intra-departmentally with other Support Leaders to capacity plan, maintain appropriate staffing levels and manage escalations.
• Working cross-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 relevant data being provided is up to date and accurate.
• Partner with our recruiting team to help with reviewing resumes and conducting candidate phone screens and interviews.
• Work with senior leadership to set direction and manage team meetings.
• 3-5 years of recent management experience supporting high performing teams.

YOUR EXPERTISE AND PASSION

• First of all, you need to know 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 are a true Servant Leader and naturally put the needs of your team ahead of those of your own.
• You love talking with customers to hear about their experiences and seek to understand how we can improve and over-deliver on their expectations.
• You have a deep understanding 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.
• Effective troubleshooting, analytical skills and the ability to manage complex and technical projects.
• You have a drive to get things done, initiative to think about the next project, and a passion for service.
• Exhibit excellent 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 Live-Chat systems.

THE PERKS & BENEFITS

• Compensation (We offer market competitive salaries)
• Stock Options (Every employee is an owner in the company) * Health Benefits (100% Paid Employee Medical, Dental, and Vision)
• 401(k) (Make the most of retirement)
• Life and Disability Insurance (100% Paid Life, STD, LTD and AD&D)
• Generous Vacation Time (Who doesn't like time off)
• Transportation (Downtown parking or commuter reimbursement)
• Lunch (Provided Monday – Thursday)
• Gym membership discount