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Support Team Leader - USA

USA, Miami · Full-time · Leader

About The Position

As a team leader, you will manage and mentor your team to deliver exceptional support to Elementor’s customers through tickets, email, and chat.

You will lead by example, organize work, build reports, handle escalations, and help train new team members.

As an Elementor Support Team Leader, you will collaborate with your regional peers and shift managers to ensure continuous customer support and will take part in defining and implementing new work procedures and tools.

This is a full-time hybrid job - 2 days/week working from our Miami office is required.

Work Environment

Elementor is the leading website creation platform for professionals using WordPress. Our users are web creators - designers, business owners/entrepreneurs, developers, and marketers, who create multiple websites on a yearly basis. 

Since launching in Israel in 2016, our reach now extends to more than 180 countries, with users building over 8M websites using Elementor. Elementor based websites now comprise 6% of all websites in the world wide web (yes, 6%!!!).

Responsibilities

  • Oversee day-to-day operation of the Technical Support Team
  • Directly supervise technical support staff, including recruitment and evaluations
  • Mentor team members and provide oversight, coaching, and training
  • On-board new technical support team members and coordinate all resources for the onboarding process
  • Record and track personal and team metrics
  • Create and disseminate support materials for the team
  • Collaborate with team members and other company departments to generate greater knowledge and contribute to a better customer experience

Requirements

Required background and experience:

  • 2+ years as a team leader in Technical Support
  • Experience with Elementor is a MUST
  • Experience with WordPress
  • Knowledge of HTML and CSS
  • Troubleshooting and technical issue analysis
  • Web Servers and web infrastructure - advantage
  • Networking, system, cloud services, and hosting - advantage

Personal skills and traits:

  • A leader, mentor, and people manager
  • A problem solver
  • Ability to break down and guide users through a technical process

Nice to have:

  • Javascript, PHP, and other coding languages 
  • Web Applications 
  • Web debugging and development tools
  • WordPress plugin development 
  • Working in a B2C company 
  • Ability to work under pressure
  • Transparency, accountability, and an ability to work independently
  • Exceptional courtesy, patience, and overall a “people person”

Apply for this position