As part of WP Engine's rapid growth, we're seeking a Customer Support Manager to join our team. This Customer Support Manager will be on the 2nd Shift (2P - 12A) and will work with a diverse technical support team while managing strategic and tactical responsibilities. They will be responsible for leading and growing the customer support team and will have passion for supporting the platform that our customers (and WordPress developers!) love. They will also find solving problems irresistible (and demand more) and enjoy working collaboratively in a start-up environment.
Specific RESPONSIBILITIES for this position include:
Lead our WP Engine support teams through thick and thin.
Build a solid rapport with their support team as well as our customers.
You will serve as a single point of contact for our support team and serve as an escalation point for our customers as well as internal teams.
You will provide strategic leadership and direction for the delivery of pre- and post-sales services and support to customers.
Mentor and develop team members - being able to do this well means that you LOVE doing it!
Work with all departments within WP Engine to meet all SLA and customer satisfaction goals (you need to be able to get along with others outside of your group).
Specific QUALIFICATIONS for this position include:
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 have a drive to get things done, initiative to think about the next project, and a passion for service.
Exhibits excellent attention to detail and interpersonal, written, and verbal communication skills.
Ability to multi-tasks and prioritize task in order to maintain required productivity levels.
Requires at least five years of related experience and at least 3 years managing technical support related teams.
Experience in support metrics as well as Zendesk is a huge plus.
WordPress experience is a plus.
Ability to work 2nd shift.
What BENEFITS does WP Engine offer?
100% paid employee medical and dental coverage
100% paid short and long-term disability
100% paid Life and AD&D Insurance
Generous vacation time
24/7 parking in the heart of downtown Austin
A beautiful office space with lots of natural lighting
Flexible hours to help you balance your work with your life
WP Engine - 11 months ago
WP Engine is the premier, WordPress-only hosting company. We serve 100,000,000 requests daily, each one carefully and continuously tuned for...