Technical Team Lead

Full time @Influx posted 2 days ago in Information Technology
  • Post Date : March 26, 2026
  • Apply Before : April 9, 2026
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Job Detail

  • Experience  3 Years
  • Qualifications  Degree Bachelor
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Job Description

We are looking for a Technical Team Lead to oversee a team of Technical Support Agents supporting our client whose a leading managed WordPress hosting platform.

This role is ideal for someone who combines strong technical expertise in WordPress and hosting environments with proven leadership skills. You will play a key role in driving team performance, improving customer satisfaction, and ensuring operational excellence.

What You’ll Do

Team Leadership & Performance Management

  • Lead, coach, and develop a team of technical support agents
  • Conduct regular 1:1s, performance reviews, and feedback sessions
  • Drive key KPIs, including CSAT, SLA adherence, FRT, and resolution times
  • Identify skill gaps and implement targeted training and coaching plans

Technical Oversight

  • Serve as an escalation point for complex technical issues
  • Support troubleshooting across:
  • WordPress core issues
  • Plugin and theme conflicts
  • Website performance optimization
  • DNS, SSL, CDN, and caching issues
  • Ensure accurate and efficient ticket handling

Quality Assurance & Process Improvement

  • Monitor ticket quality and provide actionable feedback
  • Perform root cause analysis on recurring issues
  • Improve workflows, documentation, and knowledge base usage
  • Collaborate with QA teams to maintain high support standards

Client & Stakeholder Engagement

  • Act as a liaison between Influx and the client’s stakeholders
  • Participate in client check-ins and performance reviews
  • Provide insights on trends, risks, and improvement opportunities

Operational Excellence

  • Manage team schedules, coverage, and productivity
  • Ensure SLA compliance and workload balancing
  • Support onboarding and ramp-up of new agents

What We’re Looking For

Experience Required

  • 3–5+ years in technical support (hosting or SaaS preferred)
  • 1–2+ years in a leadership, senior, or SME role
  • Experience supporting WordPress hosting platforms (highly preferred)
  • Experience working with global clients or remote teams
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