It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
As a Technical Support Manager, you will lead a diverse team of technically skilled individuals. You will manage the performance metrics of this fast paced business function and overall customer experience. The working week is Monday - Friday. Working hours are 8am-5pm. We love investing in employee success and uncovering opportunities for you, the best, to get better. 99% of employees believe you're made to feel welcome at WP Engine. Be you. Be here.
WHAT IS COOL ABOUT THIS JOB
In this role, you will be responsible for the personal and professional development of the team. Demonstrating a passion for supporting the platform that our customers (and WordPress developers!) love. Do you find solving problems irresistible, enjoy working collaboratively in a fast pace, 24/7/365 environment and have a passion for delivering an elite customer experience? Delivering an exceptional customer experience is at the heart of our business. This is a role where you have an opportunity to transform a global service!
THE DAY TO DAY

• Leading a technically skilled team to deliver a world-class support experience.
• Ensuring speed, quality and customer happiness.
• Ability to multi-task and prioritize tasks in order to maintain required efficiency levels.
• Working interdepartmentally with other Support Leaders to capacity plan, maintain appropriate staffing levels and handle escalated customer issues on a global scale.
• 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 identify and hire the best talent throughout the talent acquisition process.
• Collaborate with senior leadership to set direction and facilitate team meetings.

YOUR EXPERTISE AND PASSION

• 3-5 years of related experience and experience leading or managing technical support teams.
• Experienced in the personal development and career progression of a team and individual team members. Including goal setting, tracking, feedback and appraisals.
• Experience with various Support Communication Systems, such as; Zendesk, as well as large scale Phone and Live-Chat systems.
• Proven experience in the definition, measurement, reporting and leverage of Key Performance Indicators, to ensure our service exceeds customer expectations.
• Experience in leading remote resources and working in a globally distributed team.
• A deep understanding of the IT industry, Hosting and various technologies.
• Effective troubleshooting, analytical skills and the ability to handle sophisticated and technical projects.
• A professional interpersonal, written, and verbal communicator
• Passionate about problem solving and delivering an excellent customer experience. You seek to understand how we can improve and over-deliver on their expectations.
• An operational and tactical view of the business. You provide strategic leadership and direction.

Perks and Benefits

• Stock Options (Every employee is an owner in the company)
• Health Benefits (100% Paid Employee Medical, Dental, and Vision)
• Fertility Benefits (IVF/Fertility drug coverage)
• 401(k) Retirement Savings Plan with a match
• Life and Disability Insurance
• Paid Family and Caregiver's Leave
• Employee Assistance Program
• Generous Vacation Time (Who doesn't like time off)
• One-time $500 Home Office Stipend
• Company Wellness Days
• Wellness Program

At 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.
# LI -JP1