Technical Team Lead at Influx

Influx View all jobs

  • Kenya
  • Permanent
  • Full-time
  • 20 days ago
Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.Technical Team LeadWe 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 DoTeam 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 ForExperience 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
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