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Shift Lead Supervisor - WordPress Support

1 month, 2 weeks ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apache CDN Cloudflare DNS Linux MySQL Nginx PHP Redis SSH WAF WordPress
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Rocket.net

Rocket.net

Rocket.net offers lightning-fast managed hosting for WordPress websites, integrating Cloudflare Enterprise for speed and security. Their all-in-one platform includes automated updates, daily backups, real-time malware scanning, and expert support, maki...

IT Services
11-50
Founded 2020
View All Jobs 3

Description

  • Provide advanced technical support through live chat, tickets, and Slack for WordPress, hosting, DNS, performance, and infrastructure issues.
  • Own customer escalations and deliver timely, high-quality resolutions, including migration, DNS, dashboard, account, and billing assistance.
  • Lead day-to-day shift operations, including queue monitoring, workload balancing, staffing, and service-level performance.
  • Coach, mentor, onboard, and support Support Engineers with complex troubleshooting and technical escalations.
  • Monitor hosting infrastructure, server status, service health, and platform alerts during assigned shifts.
  • Investigate infrastructure incidents and coordinate escalations with Engineering, Systems, and other internal teams.
  • Track support metrics, response times, customer satisfaction, and operational efficiency.
  • Identify recurring issues and process improvements, and maintain documentation, SOPs, and knowledge base content.
  • Communicate shift handoffs, incidents, operational updates, and team concerns to management and cross-functional teams.
  • Enforce support policies and procedures while promoting accountability and escalating performance or compliance concerns when necessary.

Requirements

  • 4+ years of WordPress support experience.
  • Previous experience leading, mentoring, or supervising a technical support team is highly preferred.
  • Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments.
  • Extensive WordPress troubleshooting experience, including page builders and caching plugins.
  • Familiarity with hosting stacks such as cPanel, NGINX, Apache, and MySQL.
  • Knowledge of Linux command line, SSH, and WP-CLI.
  • Experience with live chat and helpdesk platforms.
  • Experience with Cloudflare and advanced DNS configuration.
  • Strong written and verbal English communication skills.
  • Strong organizational, coaching, prioritization, decision-making, and calm problem-solving abilities; WordPress optimization, PHP, custom development, Redis, CDN, WAF, and page caching experience are preferred.

Benefits

  • Work remotely from anywhere in the world.
  • Flexible vacation policy.
  • Paid education and career development support.
  • Equal opportunity workplace with diversity and inclusion commitments.
  • Disability accommodations available throughout the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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