Shift Lead Supervisor – WordPress Support

Rocket.net

Shift Lead Supervisor leading global WordPress hosting support at Rocket.net. Providing advanced technical assistance, coaching Support Engineers, and overseeing infrastructure and shift operations.

Posted 8/5/2026full-timeRemote • Florida • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in WordPress support, technical troubleshooting, and team leadership. Proficient in managing customer escalations, optimizing support processes, and ensuring operational efficiency in a fast-paced environment.

Highest-signal resume keywords

WordPress Support ExperienceTechnical Support Team LeadershipTroubleshooting Skills in WordPress and DNSExperience with Live Chat and Helpdesk PlatformsKnowledge of Linux Command Line and SSH

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

WordPress TroubleshootingDNS ConfigurationWeb Hosting SupportPHP DevelopmentMySQLCPanelNGINXApacheWP-CLIPage Builders

Soft Skills

Excellent Communication SkillsCoaching and MentoringOrganizational SkillsDecision-Making SkillsAbility to Prioritize Tasks

Tools & Technologies

Live Chat PlatformsHelpdesk SoftwareCloudflareRedisCDNWAFCaching Plugins

Industry Keywords

Technical SupportCustomer EscalationsOperational StandardsSOPsSupport Metrics

Tech Stack

Tools & technologies

ApacheDNSLinuxMySQLNGINXPHPRedisWordPress

About the role

Key responsibilities & impact

Provide advanced technical support through Live Chat, support tickets, and Slack
Handle complex WordPress, hosting, DNS, performance, and infrastructure-related issues
Own customer escalations and ensure timely, high-quality resolutions
Assist with WordPress migrations, DNS configuration, dashboard requests, and account-related inquiries
Handle account, billing, dashboard, storage, site container, bandwidth, and account-management requests
Act as Shift Lead for the assigned support team and ensure smooth daily operations
Monitor support queues, workloads, ticket distribution, and staffing
Coach, mentor, onboard, and train Support Engineers
Assist with difficult customer issues and technical escalations
Enforce SOPs, company policies, support procedures, and operational standards
Partner with the Support Manager and report on shift performance, incidents, escalations, and team concerns
Monitor hosting infrastructure, server status, service health, and platform alerts
Coordinate infrastructure incident responses and escalate issues to Engineering, Systems, or appropriate teams
Monitor support metrics, response times, customer satisfaction, and operational efficiency
Identify recurring issues and improve support processes and customer experience
Maintain internal documentation, SOPs, and knowledge base articles
Communicate operational updates, incidents, and shift handoffs to management and cross-functional teams
Serve as the primary operational lead during assigned shifts

Requirements

What you’ll need

4+ years of WordPress support experience
Previous experience leading, mentoring, or supervising a technical support team highly preferred
Excellent written and verbal communication skills in English
Strong troubleshooting skills across WordPress, web hosting, DNS, caching, and Linux environments
Experience with Live Chat and helpdesk platforms
Familiarity with cPanel, NGINX, Apache, MySQL, and common web hosting stacks
Knowledge of Linux command line via SSH, including WP-CLI
Extensive WordPress troubleshooting experience
Experience with Page Builders and caching plugins
Experience with Cloudflare and advanced DNS
WordPress website optimization experience is a plus
PHP and custom WordPress development experience is a plus
Knowledge of Redis, CDN, WAF, and page caching is a plus
Strong organizational, coaching, and decision-making skills
Ability to prioritize multiple tasks and remain calm in a fast-paced environment

Benefits

Comp & perks

Ability to work from anywhere in the world
Flexible Vacation
Paid Education
Equal opportunity employer committed to diversity and inclusion
Disability accommodations throughout the hiring process