Technical Team Lead

Kenya

We are looking for a Technical Team Lead to oversee a team of Technical Support Agents supporting our client whose a leading managed WordPress hosting platform.

This role is ideal for someone who combines strong technical expertise in WordPress and hosting environments with** proven leadership skills**. You will play a key role in driving team performance, improving customer satisfaction, and ensuring operational excellence.

What You'll Do:

Team Leadership & Performance Management
* Lead, coach, and develop a team of technical support agents.
* Conduct regular 1:1s, performance reviews, and feedback sessions.
* Drive key KPIs, including CSAT, SLA adherence, FRT, and resolution times.
* Identify skill gaps and implement targeted training and coaching plans.

Technical Oversight
* Serve as an escalation point for complex technical issues.
* Support troubleshooting across:
(-) WordPress core issues.
(-) Plugin and theme conflicts.
(-) Website performance optimization.
(-) DNS, SSL, CDN, and caching issues.
* Ensure accurate and efficient ticket handling.

Quality Assurance & Process Improvement
* Monitor ticket quality and provide actionable feedback.
* Perform root cause analysis on recurring issues.
* Improve workflows, documentation, and knowledge base usage.
* Collaborate with QA teams to maintain high support standards.

Client & Stakeholder Engagement
* Act as a liaison between Influx and the client’s stakeholders.
* Participate in client check-ins and performance reviews.
* Provide insights on trends, risks, and improvement opportunities.

Operational Excellence
* Manage team schedules, coverage, and productivity.
* Ensure SLA compliance and workload balancing.
* Support onboarding and ramp-up of new agents.

What We’re Looking For:

Experience Required
* 3–5+ years in technical support (hosting or SaaS preferred).
* 1–2+ years in a leadership, senior, or SME role.
* Experience supporting WordPress hosting platforms (highly preferred).
* Experience working with global clients or remote teams.

Technical Skills
* Strong experience with the WordPress ecosystem.
* Solid understanding of:
(-) Linux-based hosting environments.
(-) DNS, domains, and SSL certificates.
(-) CDN and caching (e.g., Cloudflare).
* Basic knowledge of:
(-) PHP, HTML, CSS, JavaScript.
(-) MySQL databases
* Tools & Platforms:
(-) Ticketing systems (Zendesk, Intercom, or similar).
(-) cPanel or hosting dashboards.
(-) SSH / SFTP tools.
(-) Monitoring and analytics tools.

Leadership & Soft Skills
* Strong coaching and mentoring ability.
* Excellent written and verbal communication.
* Data-driven decision-making mindset.
* Strong problem-solving and critical thinking skills.
* Ability to thrive in a fast-paced, high-pressure support environment.

Nice to Have
* Experience with managed WordPress hosts.
* Familiarity with Git, staging environments, and deployments.
* Experience with performance tools (e.g., New Relic, GTmetrix).

Key Success Metrics:

• Customer Satisfaction (CSAT).
• SLA adherence (FRT & Resolution Time).
• Ticket quality scores.
• Escalation rate reduction.
• Team productivity & utilization.
• Agent development & retention

What Success Looks Like (First 90 Days):

• Build strong understanding of the client’s workflows and tools.
• Establish team performance baseline and improvement plan.
• Reduce escalations through coaching and knowledge sharing.
• Improve CSAT and ticket quality consistency.
• Strengthen client communication and reporting

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:

• Treat others as you would like to be treated.
• Do what you say you’re going to do. Show don’t tell.
• Prioritize the listener.
• Focus on the facts.

If this sounds interesting to you, join us by clicking on Apply!
Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:

Influx never asks candidates to make any payment throughout the entire recruitment process.
Successful candidates will be contacted only through email ending with @influx.com.