Shift Lead Supervisor – WordPress Support
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Job Description
Shift Lead Supervisor leading global WordPress hosting support at Rocket.net. Providing advanced technical assistance, coaching Support Engineers, and overseeing infrastructure and shift operations.
Responsibilities:
- Provide advanced technical support through Live Chat, support tickets, and Slack
- Handle complex WordPress, hosting, DNS, performance, and infrastructure-related issues
- Own customer escalations and ensure timely, high-quality resolutions
- Assist with WordPress migrations, DNS configuration, dashboard requests, and account-related inquiries
- Handle account, billing, dashboard, storage, site container, bandwidth, and account-management requests
- Act as Shift Lead for the assigned support team and ensure smooth daily operations
- Monitor support queues, workloads, ticket distribution, and staffing
- Coach, mentor, onboard, and train Support Engineers
- Assist with difficult customer issues and technical escalations
- Enforce SOPs, company policies, support procedures, and operational standards
- Partner with the Support Manager and report on shift performance, incidents, escalations, and team concerns
- Monitor hosting infrastructure, server status, service health, and platform alerts
- Coordinate infrastructure incident responses and escalate issues to Engineering, Systems, or appropriate teams
- Monitor support metrics, response times, customer satisfaction, and operational efficiency
- Identify recurring issues and improve support processes and customer experience
- Maintain internal documentation, SOPs, and knowledge base articles
- Communicate operational updates, incidents, and shift handoffs to management and cross-functional teams
- Serve as the primary operational lead during assigned shifts
Requirements:
- 4+ years of WordPress support experience
- Previous experience leading, mentoring, or supervising a technical support team highly preferred
- Excellent written and verbal communication skills in English
- Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments
- Experience with Live Chat and helpdesk platforms
- Familiarity with cPanel, NGINX, Apache, MySQL, and common web hosting stacks
- Knowledge of Linux command line via SSH, including WP-CLI
- Extensive WordPress troubleshooting experience
- Experience with Page Builders and caching plugins
- Experience with Cloudflare and advanced DNS
- WordPress website optimization experience is a plus
- PHP and custom WordPress development experience is a plus
- Knowledge of Redis, CDN, WAF, and page caching is a plus
- Strong organizational, coaching, and decision-making skills
- Ability to prioritize multiple tasks and remain calm in a fast-paced environment
Benefits:
- Ability to work from anywhere in the world
- Flexible Vacation
- Paid Education
- Equal opportunity employer committed to diversity and inclusion
- Disability accommodations throughout the hiring process
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