This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead, Pressable based in Spain.

This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on "player-coach," balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards.

You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others.

Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.

Accountabilities

Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture

Act as a working manager ("player-coach"), directly handling complex customer issues, website audits, migrations, and escalations

Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators

Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability

Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality

Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team

Manage scheduling, coverage planning,



and resource allocation to ensure 24/7 support continuity

Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements

Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability

Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution

Requirements

Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment

Strong technical background in WordPress and managed hosting infrastructure

Experience managing or mentoring technical teams and driving performance improvements

Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations

Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment

Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences

Strong organizational, prioritization, and decision-making skills in fast-paced environments

Experience building or improving support processes, playbooks, or training programs

Ability to handle escalations calmly and effectively while maintaining a customer-first mindset

Proactive, structured, and results-oriented approach to leadership and problem-solving

Benefits

Fully remote working environment with flexibility and general team collaboration

Competitive compensation aligned with experience and impact potential





Open vacation policy supporting work-life balance and autonomy

Home office setup support and coworking allowances

Health, dental, and vision coverage (for eligible employees depending on location)

Life and disability insurance benefits (for eligible employees depending on location)

Retirement savings support (e.g., 401(k) matching for eligible employees)

Paid learning and development opportunities, including training, books, and conferences

Opportunity to work in a global, distributed organization with strong engineering and product culture

Direct impact on customer experience, team development, and support strategy at scale

How Jobgether works

We use an

AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 Technical Support Team Lead, Pressable (Málaga)
🏢 Jobgether
📍 Málaga