Shift Lead Supervisor - WordPress Support

Description

Rocket.net is looking for a Shift Lead Supervisor to help lead our world-class WordPress Support team. This is a hands-on leadership role that combines technical support with team supervision and operational excellence.

As a Shift Lead Supervisor, you will continue providing expert technical assistance to customers while serving as the primary point of contact for your shift. You'll help coach and mentor Support Engineers, ensure service levels are met, oversee daily operations, and work closely with Support Management to maintain the exceptional customer experience Rocket.net is known for.

The ideal candidate is an experienced WordPress professional with strong technical skills, excellent communication abilities, and a passion for developing people and improving processes.

Responsibilities

• Customer Support
• Provide advanced technical support through Live Chat, support tickets, and Slack.
• Handle complex WordPress, hosting, DNS, performance, and infrastructure-related issues.
• Take ownership of customer escalations and ensure timely, high-quality resolutions.
• Assist customers with WordPress migrations, DNS configuration, dashboard requests, and account-related inquiries.
• Handle basic account, billing, and dashboard-related requests, including adding storage space, creating or expanding site containers, increasing bandwidth limits, and assisting customers with common account management tasks.
• Deliver an exceptional customer experience with every interaction.
• Team Leadership
• Act as the Shift Lead for the assigned support team, ensuring smooth day-to-day operations.
• Monitor support queues and workloads to ensure timely responses and balanced ticket distribution.
• Provide guidance, coaching, and technical mentorship to Support Engineers during your shift.
• Assist team members with troubleshooting difficult customer issues and technical escalations.
• Ensure Standard Operating Procedures (SOPs) are consistently followed.
• Help onboard and train new Support Engineers.
• Foster a collaborative, positive, and customer-focused team environment.
• Operations & Management
• Partner closely with the Support Manager to ensure smooth day-to-day support operations and consistent service quality.
• Report directly to the Support Manager, providing regular updates on shift performance, operational issues, customer escalations, and team concerns.
• Oversee the health of Rocket.net's hosting infrastructure during assigned shifts by monitoring server status, service health, and platform alerts.
• Identify, investigate, and coordinate responses to infrastructure incidents, escalating issues to Engineering, Systems, or the appropriate internal teams when necessary.
• Monitor support metrics, response times, customer satisfaction, and operational efficiency to ensure service level objectives are consistently met.
• Ensure support queues are properly managed and staffed throughout the shift.
• Identify trends, recurring issues, and opportunities to improve support processes and customer experience.
• Contribute to the development and maintenance of internal documentation, SOPs, and knowledge base articles.
• Communicate important operational updates, incidents, and shift handoffs to management and cross-functional teams.
• Serve as the primary operational lead during assigned shifts, making informed decisions to maintain platform stability and deliver exceptional customer support.
• Enforce company policies, support procedures, and operational standards, ensuring team members consistently follow established guidelines and best practices.
• Promote accountability by addressing policy violations, reinforcing expectations, and escalating performance or compliance concerns to the Support Manager when appropriate.

Requirements

• 4+ years of WordPress support experience.
• Previous experience leading, mentoring, or supervising a technical support team is highly preferred.
• Excellent written and verbal communication skills (English).
• Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments.
• Experience with Live Chat and helpdesk platforms.
• Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc.).
• Knowledge of Linux command line (SSH) including WP-CLI.
• Extensive experience troubleshooting WordPress.
• Experience with Page Builders and caching plugins.
• Experience with Cloudflare and advanced understanding of DNS.
• Experience optimizing WordPress websites is a plus.
• Experience with PHP and custom WordPress development 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.