WordPress Technical Support Team Lead

As a Technical Support Team Lead in Awesome Motive, you'll be responsible for supervising a small group of support team members. You'll work with these team members closely to help guide their professional development, provide advice through your WordPress expertise, ensure individual and team goals are consistently met/exceeded, and continually reinforce a positive, team-oriented culture.

Our plugins are used on over 21 million sites, with individual products averaging over a million installs. So your work will have a big impact!

We are looking for an experienced support supervisor who already has already held leadership responsibilities. You will work closely with, and mentor/train, other support team members to ensure our team is consistently providing top-notch help to our users. You will need to be passionate about, and have first-hand experience with, supervising and coaching others within a support team.

Additionally, this is a technical position where you will need to help both customers and support team members work through WordPress issues and questions. You will regularly need to look at source code, use browser developer tools, and draw on knowledge of WordPress core, plugins, and themes.

Interested in applying?

Please read the details below, then follow the next steps outlined in "How to Apply" at the bottom of this listing.

Attention to detail is one of our core values! This is your chance to stand out :)

To love this role, here's the type of person you are:

• You find deep satisfaction in helping others to grow and succeed.
• When unexpected things come up, or you're under time pressure, you're eager to rise to the occasion and help your team rise with you.
• You're an excellent and consistent communicator who makes sure nothing slips through the cracks - even if that means having difficult conversations.
• You're a self-starter who loves taking initiative and seeing things through to completion.
• You're a committed life-long learner, and know that you have at least as much to learn from your team as they do from you.
• You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

Common responsibilities include (but are not limited to):

• Within your small group (typically 4-6 team members), continually monitoring performance and providing individual feedback.
• Ensuring team members in your group meet or exceed team goals.
• Communicating regularly with other senior support/support leads so everyone is on the same page.
• Assisting with support trainings, including onboarding of new support team members.
• Pre-processing tickets to assess their technical difficulty and provide relevant tips before team members reply.
• Helping the support team to manage fluctuating workloads and handle escalations. This can include tasks such as: taking over challenging or overdue tickets, working the support inbox, providing support on public forums such as WordPress.org.
• Testing bug reports locally, and when confirmed pass them to the development team with detailed instructions.
• Pre-release quality assurance testing for updates and new releases.
• Communicating with the team and supporting your peers using chat, audio, and video.

Requirements

• At least 1 year of experience managing a team of 2 or more.
• At least 2 years of experience with WordPress.
• Excellent English writing and communication skills, including a strong ability to show empathy in your writing. We believe communication is critical.
• Strong leadership with the ability to step up and take charge.
• Patience, grace, and a sense of humor.
• Talent for taking something complicated and explaining it simply.
• Ability to prioritize workloads in order to balance an assortment of tasks and meet deadlines.
• Exceptional troubleshooting abilities (ie include finding CSS and JavaScript conflicts using browser developer tools, determining whether a plugin could be causing a code conflict).
• Personal computer with internet access.
• Ability to participate in video meetings at any times needed during work hours.
• Strong comprehension of HTML and CSS - you can write HTML and apply styling "from scratch".

Bonus points if you also have:

• Proven track record working in / managing a support team for WordPress plugins.
• Experience managing a team remotely.
• Experience using Awesome Motive plugins.
• Experience with WordPress development (eg themes, hooks, filters, plugin API, PHP, etc).
• Experience working with JavaScript and PHP.

Benefits

Working for a fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here's what we offer.

• Competitive Salary.
• Health, Dental, and Vision Insurance benefits for full-time U.S. employees.
• Health Insurance benefits for all employees in India, Pakistan, Brazil, and Ukraine.
• Work from your home. We're spread out all over the world - United States, Canada, Ukraine, India, Pakistan, Singapore, and more.
• Unlimited PTO after 90 days of employment. We encourage employees to take the time they need for a vacation, stay healthy, and spend time with friends and family.
• Holidays (based on your location)
• Paid maternity and paternity leave.
• We happily provide or reimburse software you'll need as well as books or courses that promote continued learning.
• We cover all costs of company travel (including our annual all-company retreat and mini-team meetups).
• Additional Perks such as AM Welcome Box for new team members, Yearly Anniversary Gifts, and Technology Stipend each work anniversary - including a new laptop to celebrate 5 year anniversary with the company.
• We give you the opportunity to solve challenging and meaningful problems that make a difference.
• Ability to work with some of the best people in the business through frequent, if not daily, interactions.
• And in case you were wondering: no politics, no b.s., and no jerks.

Want to find out even more about Awesome Motive? Be sure to take a look at our About and Contributions pages for details on how Awesome Motive has continued to evolve in order to best help small businesses grow and compete with the big guys, and how we strive to give back.

Location

This is a remote position - our team is spread around the globe! Our home base is in Florida, USA, so company operating hours are 9am - 5pm ET (UTC -5). While full coverage is not a requirement, you must be available during a majority portion of the day.

Inclusion Statement

At Awesome Motive, 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. Awesome Motive 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.

How to apply?

If all of this sounds interesting, then please submit your application!

Please clearly include the following in your cover letter (required):

• Your previous management experience, including your approach to working with team members.
• Your experience with WordPress, and particularly professional WordPress support.
• Tell us a bit about yourself and why you should be considered. Details about your experience, qualifications, personality, etc are very helpful. If you've got experience coming in to lead an existing team, be sure to include that too!
• Profile links if available (Your website, WordPress.org, GitHub, Twitter, LinkedIn, etc).

Note that stock/generic cover letters won't do - tell us why you want this job, not just any job.

Thanks so much for considering joining our team, and we look forward to hearing from you!