Remote WordPress Support Shift Lead: Team Coaching & Ops

Rocket.net; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work worldwide

Flexible vacation

Paid education

Job summary

Rocket.net is seeking a Shift Lead Supervisor to hel p lead the WordPress Support team. This hands-on leadership role combines expert technical support with supervision and process excellence.

You will coach engineers, manage daily operations, and partner with management to maintain the exceptional customer experience Rocket.net is known for. The ideal candidate brings strong WordPress proficiency, excellent communication, and a passion for developing people and improving processes.

Qualifications

• 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.

Responsibilities

• Provide advanced technical support via Live Chat, tickets, and Slack.
• Take ownership of escalations and ensure timely, high-quality resolutions.
• Coach and mentor Support Engineers during shifts and ensure SOP adherence.
• Monitor queues, workloads, and shift handoffs to maintain service levels.
• Collaborate with Support Management on operations and incident responses.
• Help onboarding and training of new engineers and document processes.

Skills

WordPress expertise

Leadership

Customer support

Troubleshooting

Communication

Live Chat

DNS

Linux

SOP adherence

Team mentoring

Tools

WP-CLI

cPanel

NGINX

Apache

MySQL

SSH

Cloudflare

Job description

Rocket.net is seeking a Shift Lead Supervisor to hel p lead the WordPress Support team. This hands-on leadership role combines expert technical support with supervision and process excellence.

You will coach engineers, manage daily operations, and partner with management to maintain the exceptional customer experience Rocket.net is known for. The ideal candidate brings strong WordPress proficiency, excellent communication, and a passion for developing people and improving processes.