Influx provides Support as a Service for brands and tech companies, offering an entire operation on demand including agents, management, training, QA, data, and insights. We are looking for a Technical Team Lead to oversee a team of Technical Support Agents supporting our client, 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.
Key Responsibilities
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.
Requirements
BA/BSc/HND qualification.
3–5+ years in technical support (hosting or SaaS preferred).
Interested and qualified candidates should apply online via the Influx application link provided on the MyJobMag portal: https://www.myjobmag.co.ke/apply-now/1188273. This will direct you to the official Typeform application page.
