Remote Shift Lead for WordPress Support & Team Coaching

Rocket Dot N Et; Town of Florida (NY); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Flexible vacation

Paid education

Job summary

Rocket.net is seeking a Shift Lead Supervisor to champion expert WordPress support, lead a world-class team, and drive operational excellence. This hands-on leadership role trains engineers, coaches on best practices, and ensures service levels are met.

You will manage escalations, mentor staff, and optimize support workflows. The ideal candidate brings WordPress expertise, excellent communication, and a passion for developing people and processes.

Qualifications

• 4+ years of WordPress support experience.
• Experience leading or supervising a technical support team is highly preferred.
• Excellent written and verbal communication skills (English).
• Strong troubleshooting across WordPress, web hosting, DNS, caching, and Linux environments.
• Experience with Live Chat and helpdesk platforms.
• Knowledge of Linux command line (SSH) including WP-CLI.

Responsibilities

• 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 team members with troubleshooting difficult customer issues and technical escalations.
• Monitor support queues and workloads to ensure timely responses and balanced ticket distribution.
• Help onboard and train new Support Engineers and ensure SOPs are followed.

Skills

WordPress support

Team leadership

Customer communication

Troubleshooting

Live Chat

Linux / hosting

WP-CLI

Tools

cPanel

NGINX

Apache

MySQL

WP-CLI

Job description

Rocket.net is seeking a Shift Lead Supervisor to champion expert WordPress support, lead a world-class team, and drive operational excellence. This hands-on leadership role trains engineers, coaches on best practices, and ensures service levels are met.

You will manage escalations, mentor staff, and optimize support workflows. The ideal candidate brings WordPress expertise, excellent communication, and a passion for developing people and processes.