This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead, Pressable based in United Kingdom.
This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on “player-coach,” balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.
Accountabilities:
- Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture
- Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations
- Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators
- Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability
- Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality
- Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team
- Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity
- Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements
- Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability
- Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution
Requirements
- Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment
- Strong technical background in WordPress and managed hosting infrastructure
- Experience managing or mentoring technical teams and driving performance improvements
- Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations
- Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment
- Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences
- Strong organizational, prioritization, and decision-making skills in fast-paced environments
- Experience building or improving support processes, playbooks, or training programs
- Ability to handle escalations calmly and effectively while maintaining a customer-first mindset
- Proactive, structured, and results-oriented approach to leadership and problem-solving
Benefits
- Fully remote working environment with flexibility and global team collaboration
- Competitive compensation aligned with experience and impact potential
- Open vacation policy supporting work-life balance and autonomy
- Home office setup support and coworking allowances
- Health, dental, and vision coverage (for eligible employees depending on location)
- Life and disability insurance benefits (for eligible employees depending on location)
- Retirement savings support (e.g., 401(k) matching for eligible employees)
- Paid learning and development opportunities, including training, books, and conferences
- Opportunity to work in a global, distributed organization with strong engineering and product culture
- Direct impact on customer experience, team development, and support strategy at scale