Technical Support Operations Lead (WordPress)

Utimize; Teletrabalho; BRL 120.000 - 160.000; Tempo parcial

Resumo da oferta

A digital services company is seeking a Technical Support Operations Lead to manage daily operations of a WordPress support queue. This remote position requires the candidate to resolve a variety of technical issues while ensuring excellent client communication. The ideal candidate will have strong WordPress troubleshooting skills, proven experience leading support queues, and a commitment to improving ticket resolution processes. Availability during US business hours is essential for effective client coordination.

Qualificações

• Excellent communication skills with US clients.
• Experience managing a support queue preferred.
• Ability to troubleshoot common WordPress issues.

Responsabilidades

• Own intake, prioritization, and routing of tickets.
• Prevent stale tickets by enforcing next steps.
• Write updates that reduce client anxiety.

Conhecimentos

Strong English writing and speaking

Proven ownership of a support queue

Strong WordPress troubleshooting ability

Familiarity with WooCommerce, Elementor, Gravity Forms/CF7

Ability to produce clean developer briefs

High accountability

Descrição da oferta de emprego

We’re looking for a Technical Support Operations Lead to own the day-to-day operation of a WordPress support queue. This is a highly accountable, client-facing role: you will run triage, drive clarity, reduce back-and-forth, and ensure tickets move from intake → diagnosis → resolution → verification with consistent standards.

This role is not “ticket forwarding.” You must be able to personally resolve a meaningful portion of issues (especially WordPress/WooCommerce, plugin conflicts, front-end breakage, form/email deliverability, caching behavior), and write excellent English client communication that sets expectations and keeps accounts calm and informed.

Contract type: PJ (contractor)

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What Success Looks Like (Outcomes You Own)

Within 30–60 days, we expect you to:

• Create a queue where every ticket has a clear next action, owner, and ETA window.
• Reduce client “check-in” messages by delivering proactive, structured updates.
• Improve ticket quality at intake (fewer missing details, fewer re-open loops).
• Increase throughput by ensuring developers receive clean, reproducible briefs.
• Establish a consistent verification standard (“done” means confirmed, not assumed).

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Key Responsibilities

• Own intake, prioritization, and routing (L1/L2/vendor/hosting).
• Maintain a clean status system (e.g., Needs Info / Reproducing / In Progress / Blocked / Ready for Review / Done).
• Prevent “stale” tickets by enforcing next steps, deadlines, and escalation triggers.
• Identify patterns (recurring plugin/caching issues, frequent client misunderstandings) and eliminate them via process.
• Write clear, concise updates that reduce anxiety and avoid ambiguity.
• Ask high-leverage questions that unblock work quickly (environment, steps to reproduce, screenshots, recordings, credentials).
• Set expectations on scope, constraints, risks, and timelines without overpromising.
• Package approvals for deployment (what changed, why, how to verify).

3) Technical Diagnosis & Resolution (Hands-on)

• Independently troubleshoot and resolve common issues across:
• WordPress + theme/plugin conflicts
• WooCommerce (notifications, checkout, templates, basic flows)
• Elementor / WPBakery / Gutenberg front-end issues
• Forms (Gravity Forms / CF7), email deliverability basics
• Performance/caching behavior (page cache vs dynamic content constraints)
• Security-related operational tasks (basic WAF/lockdown workflows, escalation to hosting/security tools)
• Produce concise root-cause summaries and next-step plans.

4) Reproduction, QA & “Definition of Done”

• Request Jam.dev / screen recordings when needed; verify after fixes.
• Ensure changes are tested across the key breakpoints/devices relevant to the issue.
• Close the loop: confirmation + documentation + prevention (when applicable).

5) Operational Excellence (SOPs, Metrics, Continuous Improvement)

• Build and maintain lightweight SOPs, macros, and checklists for recurring requests.
• Track and improve metrics: backlog age, time-to-first-response, cycle time, reopen rate, “waiting on client,” etc.
• Recommend process changes that reduce founder involvement and improve predictability.

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Required Skills & Experience

• Strong English writing and speaking (client-facing with US customers).
• Proven ownership of a support queue (prior lead/coordinator role preferred).
• Strong WordPress troubleshooting ability (logs, plugin conflicts, theme overrides, front-end debugging).
• Solid familiarity with common stacks: WooCommerce, Elementor, Gravity Forms/CF7 (or similar).
• Ability to produce clean developer briefs (clear reproduction steps, context, constraints, acceptance criteria).
• High accountability: you do not wait to be asked—you surface risks, blockers, and next actions early.

Nice-to-Haves

• Experience with WP Engine or similar managed hosting environments.
• Familiarity with security tooling/workflows (WAF concepts, basic hardening, incident escalation).
• Experience working in agencies serving multiple client accounts concurrently.

Working Style & Time Overlap

• Remote, PJ.
• Must have reliable availability overlapping US business hours for client comms and coordination (exact window flexible).
• You will be expected to work with high responsiveness during agreed overlap hours.

Technical Support Operations Lead WordPress • Salvador, BR