portal resources jobs companies l levelup head of customer support

Head of Customer Support


LevelUp is hiring a Remote Head of Customer Support****LevelUp provides high quality, outsourced customer support for WordPress plugin & theme creators.

We currently have a team of 40 WordPress Technical Support Engineers and expect to double in size over the next 2 years.

We’re now looking for a Head of Customer Support to manage the day to day operations of our existing support team, which is going to help us unlock the next phase of growth for the business.

This is a senior leadership position within the company, working directly with the company CEO; this person will have significant input in terms of how we shape our organisation over the next few years.

Key responsibilities include:

  • Management oversight of 40 to 50 Technical Support Engineers, working with Team Leads to ensure the team are performing well and that morale & engagement is high.

  • Ensure that we have a process in place for regular 1:1s & performance reviews with a focus on making sure team members feel listened to, that their performance is on track and that they are given the opportunity to advance within the company in line with their professional development goals.

  • Monitor team KPIs (number of tickets handled per day, response times, customer satisfaction scores, attendance & schedule) via daily, weekly & monthly reports and make sure these are in line with the goals of our clients & the company.

  • Build on our existing quality assurance process so that team members’ support interactions are reviewed on a regular basis, with a focus on identifying areas for improvement & recognition of great work.

  • Manage continuous training & development so that team members that need or want to sharpen their skills in a given area have a clear path for growth within the company (e.g. technical WordPress training, written communication, team leadership, etc.)

  • Work with the CEO to improve our existing training & onboarding process for new hires.

The ideal candidate should have:

  • Native-level written & spoken English. This is crucial for being able to assess the quality of any individual’s support work.

  • Experience with WordPress, either as a developer, technical support / support manager, or website administrator. The level of support that we provide can get quite technical - troubleshooting live customer websites, using dev tools & error logs to debug issues, offering custom hooks, custom CSS, etc. - and although a technical WordPress background is not essential for the management of the team, it would certainly be beneficial.

  • Excellent soft skills; being able to communicate with team members in a constructive way that is mindful of their well-being. Even difficult conversations relating to performance issues should be approached with the utmost respect for the individual.

  • Meticulous attention to detail; being able to delve into any support interaction that may have been escalated to see where we might have gone wrong and how it could have been improved.

  • A passion for helping others develop new skills. We have a strong focus on the professional development of our team members; we want to give individuals every opportunity to learn and improve skills.

Bonus points:

  • Previous experience as head of a large technical support team in a WordPress environment.

  • Involved in the WordPress community (attends meetups, contributes to WordPress in some way).

  • Background in WordPress development (in combination with management experience).

Benefits:

  • Fully remote position - work from anywhere!

  • A company culture that focuses on the well-being of its team members - good work-life balance, flexible schedule, respectful work environment.

  • This is a unique position at an exciting time of growth for the company. With the right drive and initiative, this role not only presents an opportunity for your own professional development but also to make an important contribution to the future success & direction of the company.

Salary and compensation

$50,000 — $70,000/year

Location

? WorldwideSee more jobs at LevelUp

Other openings you might be interested in

Customer Support Specialist - Remote (East Coast of US)

Customer Support Specialist - Remote (East Coast of US)

About DerbySoft Founded in 2002, DerbySoft is a Dallas-based technology company serving the global hospitality industry. The mission of the company is to facilitate a global distribution network utilizing direct connections between hospitality suppli

today
Director of Customer Service

Director of Customer Service

At Hopper, we’re on a mission to build the most customer-centric travel company on earth. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing mobile first travel mark

6m ago
Customer Support Specialist

Customer Support Specialist

Our members are important, so we have their back. Our Customer Service Specialists value each of our members and strive to provide an experience that makes our members feel like they have a personal account manager. We are looking for someone who wil

today
Customer Support Representative

Customer Support Representative

We are a fast-growing retailer here in Grand Junction looking to fill the position of Customer Support Representative. The position is 40 hours a week, Monday through Friday. We are looking for people that are willing to invest their time in a young

today
Sr Customer Support Executive - exciting new CRM product launch!

Sr Customer Support Executive - exciting new CRM product launch!

Our client is an industry-leading provider of a cloud communications platform that empowers businesses to connect, engage and interact with their customers in a more efficient and meaningful way. Its mission is to simplify business communications. Th

today
International Customer Support Representative - Remote

International Customer Support Representative - Remote

International Customer Support Representative - Remote This is a remote opportunity that can be done from anywhere in the continental United States Earth Networks is on a mission to enable a safer and more prosperous world through the use of our glob

today
Customer Support Specialist (Remote)

Customer Support Specialist (Remote)

About Us We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting edge products that streamline the car buying process and provide an experience bo

today
Customer Support Specialist

Customer Support Specialist

Why you’re important to us: * As a Customer Support Representative, you serve as the first line of defense to the company. You’re the company encyclopedia in the sense that you’re able to provide answers about product knowledge, process requests, pro

yesterday
Customer Support Representative

Customer Support Representative

About us Docyt, pronounced “docket”, (https://docyt.com) is an early-stage, fast-growing FinTech company headquartered in Silicon Valley, California. Docyt is passionately focused on giving small and medium-sized businesses control of their financial

yesterday
More remote jobs

Other jobs at LevelUp

One job in the last 60 days · 1 in total · avg 0 - 1 jobs/mo · 301 job visits

Head of Customer Support

Head of Customer Support

LevelUp is hiring a Remote Head of Customer Support****LevelUp provides high quality, outsourced customer support for WordPress plugin & theme creators. We currently have a team of 40 WordPress Technical Support Engineers and expect to double in size

6w ago
LevelUp