Technical Support Operations Lead (WordPress)

About the Role We're looking for a Technical Support Operations Lead to own the day-to-day operation of a WordPress support queue. This is a highly accountable, client-facing role: you will run triage, drive clarity, reduce back-and-forth, and ensure tickets move from intake → diagnosis → resolution → verification with consistent standards.

This role is not ticket forwarding. You must be able to personally resolve a meaningful portion of issues (especially WordPress / WooCommerce, plugin conflicts, front-end breakage, form / email deliverability, caching behavior), and write excellent English client communication that sets expectations and keeps accounts calm and informed.

Contract type : PJ (contractor)

What Success Looks Like (Outcomes You Own)

Within 30–60 days, we expect you to :

• Create a queue where every ticket has a clear next action, owner, and ETA window.
• Reduce client check-in messages by delivering proa...