See all roles

Hosting Support Team Lead

Work from home Full-time role Hiring

Company Overview

LevelUp is a specialist agency that provides outsourcing solutions to WordPress vendors, agencies, and website owners. For over six years, we have successfully collaborated with a variety of WordPress companies, providing valuable operational and back-office support. We have a large team of skilled and passionate WordPress professionals who are committed to delivering high-quality work to our clients.

Position Overview

We are looking for a

Hosting Technical Support Team Lead with great communication and leadership skills, who will oversee a team of 13-20 Level 1 Hosting Technical Support Agents. You will be accountable for ensuring the team meets its objective of providing world-class technical support to web hosting customers via live chat and email. Your team will be the first point of contact for customers interacting with support and will be responsible for solving their problems and making sure they feel advocated for throughout the support journey. You will foster a culture of excellence, ensuring that all team members are effective, engaged, and motivated to meet and exceed their performance metrics.

Responsibilities

  • Lead a team of 13 to 20 Level 1 Hosting Technical Support Agents in their daily operations handling live-chat and email support.
  • Track KPIs such as CSAT, Average Handle Time, First Contact Resolution, and Chat Acceptance Rate, using them to guide team improvements and individual coaching.
  • Ensure that team objectives, management expectations, and core processes are clearly communicated to the team and followed by all.
  • Regularly conduct quality checks to uphold high standards of service and recognize outstanding contributions.
  • Instil a strong remote-work ethic in the team by promoting a disciplined approach to remote work, focusing on productivity, punctuality, and proactive communication.
  • Equip the team with the necessary tools and resources for success, removing roadblocks and streamlining processes to ensure efficiency.
  • Manage team attendance, shift-times & schedules to ensure optimal coverage.
  • Create performance reports to share with management as necessary.

    • Qualifications

  • 4-5 years of experience as a Hosting Technical Support Team Lead
  • 2-3 years of experience as a Hosting Technical Support Agent
  • Must have had hands on experience working in hosting technical support, with the following:
  • Ability to troubleshoot basic to advanced WordPress issues
  • Experience using file management systems (e.g. FTP, CPanel) to manage website content
  • Basic knowledge of HTTP response status codes (e.g. 500, 404, 403)
  • Experience checking and updating DNS & SSL
  • Knowledge of the Linux Command Line
  • Experience supporting customers via live chat & ticket-based support
  • Experience using help desk platforms (e.g. Help Scout, Intercom, Zendesk)

    • Skills and Competencies

  • Excellent leadership and team management skills
  • Ability to coach, mentor, and provide performance feedback to support team members
  • Strong technical foundation in hosting technical support
  • Passionate about web technology and helping customers
  • Analytical and problem-solving skills with close attention to detail
  • Excellent interpersonal communication skills with a positive, can-do attitude
  • A strong team player with a supportive and friendly attitude, always willing to assist and work with teammates

    • Schedule

  • Full-time, 40-hours per week, Monday to Friday
  • Your exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule, so having flexibility when it comes to schedule is important

    • What We Offer

  • HMO
  • Equipment provided
  • A company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment
  • This role is open to Philippine residents only
    • apply to this job
    Apply

    You might like

    Technical Product Manager

    Work from home Full-time role

    Junior UI/UX Designer

    Work from home Full-time role

    Graphic and Motion Designer

    Work from home Full-time role

    Marketing Manager Bilingüe - Recargas Móviles

    Work from home Full-time role

    Director, Product Design

    Work from home Full-time role

    Director, Product Design

    Work from home Full-time role

    Director, Product Design

    Work from home Full-time role

    Proposal Coordinator

    Work from home Full-time role

    AML Analyst

    Work from home Full-time role

    Software Engineer (AI Innovation Team)

    Work from home Full-time role

    Innovation Communication Intern

    Work from home Full-time role

    Experienced Remote Customer Support Representative - Live Chat & Data Entry with American Airlines

    Work from home Full-time role

    React Native Developer (contract) @ LG NOVA

    Work from home Full-time role

    Experienced Full Stack Graphic Design Creative Coordinator – Visual Branding and Project Management

    Work from home Full-time role

    Experienced Full Stack Data Analyst – Internal Audit and Risk Management

    Work from home Full-time role

    [Remote] PhD Systems & AI/ML Research Intern (Summer 2026)

    Work from home Full-time role

    [Remote] Virtual Hotel & Resort Coordinator (Remote)

    Work from home Full-time role

    Experienced Remote Customer Chat Specialist – Delivering Exceptional Customer Experiences through Personalized Conversations and Empowering Entrepreneurs, Coaches, and Speakers to Unlock Their Full Potential

    Work from home Full-time role

    Volunteer: Write Blog Content from a Neurodivergent Perspective

    Work from home Full-time role

    Part-Time Remote Drug Testing Customer Representative – Client Support Specialist at arenaflex

    Work from home Full-time role

    Looking for more remote jobs?

    Check more jobs on MySmartPros Tuition, The Today Update, and Remote Jobs by Victory Tuitions.