Support Team Leader

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%!!!). About the role: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. Responsibilities:Oversee the day-to-day operation of the Technical Support TeamDirectly supervise technical support staff, including recruitment and evaluationsMentor team members and provide oversight, coaching, and trainingOn-board new technical support team members and coordinate all resources for the onboarding processRecord and track personal and team metricsCreate and disseminate support materials for the teamCollaborate with team members and other company departments to generate greater knowledge and contribute to a better customer experienceRequirements:2+ years as a team leader in Technical SupportExperience with Elementor is a MUSTExperience with WordPressKnowledge of HTML and CSSTroubleshooting and technical issue analysisWeb Servers and web infrastructure - advantageNetworking, system, cloud services, and hosting - advantagePersonal skills and traits:A leader, mentor, and people managerA problem solverAbility to break down and guide users through a technical processNice to have:Javascript, PHP, and other coding languagesWeb ApplicationsWeb debugging and development toolsWordPress plugin developmentWorking in a B2C companyAbility to work under pressureTransparency, accountability, and an ability to work independentlyExceptional courtesy, patience, and overall a “people person”