Remote Support Team Lead

Company Overview:
Automattic (WordPress) is a globally recognized company known for its open-source platform that powers millions of websites. Our remote-first culture emphasizes flexibility, autonomy, and inclusivity, allowing employees to work from anywhere in the world. With a diverse team spanning various time zones, we thrive on collaboration and innovation in a virtual environment.

Position Summary:
As a Remote Support Team Lead at Automattic (WordPress), you will play a crucial role in managing a team of remote customer support representatives. Your leadership will ensure exceptional customer service delivery while fostering a positive team culture. This fully remote position offers the opportunity to work from anywhere in the USA, providing flexibility and work-life balance.

Key Responsibilities:
- Lead and mentor a team of remote support agents to deliver high-quality customer service
- Monitor team performance, provide feedback, and implement strategies to improve support efficiency
- Collaborate with cross-functional teams to address customer issues and enhance the overall support experience
- Develop and optimize support processes to streamline workflows and maximize team productivity
- Handle escalated customer inquiries and ensure timely resolution of complex issues

Required Qualifications:
- Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity
- Strong communication and interpersonal skills to effectively engage with team members and customers remotely
- Ability to thrive in a fast-paced, dynamic environment while maintaining a customer-centric approach
- Proficiency in remote collaboration tools such as Slack, Zoom, and Helpdesk software
- Reliable high-speed internet connection and a dedicated home office setup conducive to remote work

Technical Requirements:
- Minimum internet speed of 25 Mbps for seamless video conferencing and online collaboration
- Comfortable working in a remote environment with flexibility in working hours to accommodate team needs across different time zones

Desired Skills:
- Experience in the tech industry or familiarity with WordPress platform
- Project management skills to oversee support initiatives and drive process improvements
- Ability to adapt to changing priorities and navigate ambiguity in a remote setting

Compensation & Benefits:
We offer a competitive annual salary range of $60,000 - $80,000 for this remote position, commensurate with experience. In addition, Automattic (WordPress) provides remote-specific benefits such as a home office stipend or equipment, flexible working hours, virtual onboarding, and virtual team building activities. Occasional travel may be required for team meetups, with expenses covered by the company.

How to Apply:
To apply for the Remote Support Team Lead position at Automattic (WordPress), please submit your resume and a cover letter highlighting your relevant experience and leadership skills. We look forward to reviewing your application and exploring the opportunity to work together in our remote-first environment.