Director of WordPress Support

  • Contract: Full-time

Job Description

Pressable, a leading provider of WordPress hosting, is looking for a seasoned WordPress support leader to manage and grow our high-performance Customer Success team.

As Pressable's Director of Customer Success, you'll equip Pressable's support team with the tools and skills to help our customers succeed every time, all the time.

Pressable provides the best WordPress hosting in the world. Our world-class hosting offers a rock-solid platform, fair pricing, and a team that cares deeply about our customers. This is where you come in!

We are looking to grow our diverse team of individuals with a background in WordPress, the technical knowledge for anything that comes their way, and the determination to get the job done. Our support thrives on relationships and going the extra mile for our customers. We need you to ensure our support team is focused and growing.

Your responsibilities include:

  • Handling escalated support requests for WordPress issues, site migrations, malware infections, and more.
  • Teaching team members to provide world-class support, drawing on your background in WordPress, customers support, and leadership.
  • Working with the CEO and COO to expand Pressable’s support offerings to include 24/7 coverage, phone support, and escalations for Enterprise customers.
  • Writing and maintaining documentation, writing blog posts, and contributing to the community of WordPress support around the globe.
  • Managing the day-to-day operations of the support team including coaching, performance reviews, and hiring.
  • Looking for opportunities to improve Pressable’s support and responding to new challenges.
  • Putting on your project manager hat as needed to fill any gaps that emerge. Our team is small (about 20 people) and agile, so flexibility is the norm.

Skill Requirements

  • A solid foundation in WordPress, its inner-workings, common issues, community, and proper use-cases. You are well-versed in your craft.
  • Demonstrated experience as a leader of a WordPress and/or customer support organization.
  • An eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner.
  • Excellent writing and communication skills with a passion for taking technical language and making it understandable. You are fluent and eloquent in written English.
  • A willingness to help where needed, including being the point of escalation for Enterprise support.
  • Experience managing a remote team (preferred).
  • Self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.
  • This position is available to candidates who work a US-based schedule.

About the Company

WordPress hosting for businesses and developers who expect more. Pressable is where WordPress works best.

Pressable was founded in May, 2010 in sunny San Antonio, Texas with the goal of creating a scalable, secure and performant WordPress hosting platform that users could trust to deliver remarkable online experiences.

Today, organizations of all sizes, from startups to Fortune 1000 companies, rely on Pressable to share branded content and deliver engaging online shopping experiences with millions of users worldwide.

How to apply

Apply for this job online using the link below.

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