Hosting Technical Support Team Lead

Position Overview

We are looking for a Hosting Technical Support Team Lead with great communication and leadership skills, who will oversee a team of 20 to 30 Level 1 Hosting Technical Support Agents. You will be accountable for ensuring the team meets its objective of providing world-class technical support to web hosting customers via live chat and email. Your team will be the first point of contact for customers interacting with support and will be responsible for solving their problems and making sure they feel advocated for throughout the support journey. You will foster a culture of excellence, ensuring that all team members are effective, engaged, and motivated to meet and exceed their performance metrics.

Responsibilities

Lead a team of 20 to 30 Level 1 Hosting Technical Support Agents in their daily operations handling live-chat and email support.

Track KPIs such as CSAT, Average Handle Time, First Contact Resolution, and Chat Acceptance Rate, using them to guide team improvements and individual coaching.

Ensure that team objectives, management expectations, and core processes are clearly communicated to the team and followed by all.

Regularly conduct quality checks to uphold high standards of service and recognize outstanding contributions.

Instill a strong remote-work ethic in the team by promoting a disciplined approach to remote work, focusing on productivity, punctuality, and proactive communication.

Equip the team with the necessary tools and resources for success, removing roadblocks and streamlining processes to ensure efficiency.

Manage team attendance, shift-times & schedules to ensure optimal coverage.

Create performance reports to share with management as necessary.

Qualifications

4-5 years of experience as a Hosting Technical Support Team Lead

2-3 years of experience as a Hosting Technical Support Agent

Must have had hands on experience working in hosting technical support, with the following:

• Ability to troubleshoot basic to advanced WordPress issues
• Experience using file management systems (e.g. FTP, CPanel) to manage website content Basic knowledge of response status codes (e.g. 500, 404, 403)
• Experience checking and updating DNS & SSL
• Knowledge of the Linux Command Line
• Experience supporting customers via live chat & ticket-based support
• Experience using help desk platforms (e.g. Help Scout, Intercom, Zendesk

Schedule

Full-time, 40-hours per week, Monday to Friday

Your exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule, so having flexibility when it comes to schedule is important

Skills and Competencies

Excellent leadership and team management skills

Ability to coach, mentor, and provide performance feedback to support team members

Strong technical foundation in hosting technical support

Passionate about web technology and helping customers

Analytical and problem-solving skills with close attention to detail

Excellent interpersonal communication skills with a positive, can-do attitude

A strong team player with a supportive and friendly attitude, always willing to assist and work with teammates

Benefits

Work from home / fully remote position

HMO

Equipment provided

A company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.

Job Type: Full-time

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Health insurance
• Paid training
• Work from home

Schedule:

• 8 hour shift
• Night shift

Supplemental pay types:

• 13th month salary

Experience:

• Web Hosting Support: 2 years (Required)
• Support Team Lead in Web Hosting: 1 year (Required)