Web Hosting Technical Support Manager

23 hours ago

Ann Arbor, Michigan, United States A2 Hosting Full time
About the Role

A2 Hosting is seeking an experienced Technical Support Manager to join our Support leadership team. As a key member of our team, you will oversee the day-to-day operations of our support department, focusing on team members who make A2 Hosting an incredible place to work.

Key Responsibilities
  • Provide leadership and guidance to team members within the Support Department
  • Continually mentor, train, and develop individuals as well as the team dynamic to drive a culture of passion, curiosity, and collaboration
  • Evaluate workloads, set performance targets, conduct evaluations, and foster a positive and collaborative team environment
  • Collaborate with the Human Resources team to recruit, interview, and hire support staff
  • Support team supervisors in their day-to-day activities, including shift/workload management, as well as their professional development goals
  • Serve as a skilled escalation point to provide assistance with complex customer cases and ensure consistent and high-quality support delivery
  • Monitor and manage queue data to collect data and ensure timely resolution of customer issues
  • Track and analyze key performance metrics to assess the support team's performance
  • Identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction
  • Take proactive responsibility for addressing obstacles and difficulties as they emerge; actively seek resolutions while prioritizing open and transparent communication with all stakeholders
Requirements
  • A minimum of 4 years of team leadership experience in a customer support department required; preferably in a customer-service-based technical support organization
  • A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
  • Prior experience in coaching, mentoring, and developing team members is required; certifications or familiarity with well-known coaching standards are a plus
  • Experience in web hosting with the ability to troubleshoot, diagnose, and resolve web hosting-related issues strongly preferred
  • Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred
What We Offer
  • Generous amount of Paid Time Off (PTO) hours, available DAY 1
  • The ability to work from home; positions are 100% remote (aside from our data center team)
  • Paid parental leave
  • Free hosting services (we want our team to see why we're the best)
  • Subsidized health insurance - A2 Hosting pays a substantial portion of insurance costs for our team members
  • Low-cost, high coverage dental and vision insurance options
  • Company-matching 401(k) plans (Traditional and Roth available)
  • Company-sponsored life and disability insurances
About A2 Hosting

In 2001, our CEO, Bryan Muthig, started A2 Hosting from a two-room office in Ann Arbor, Michigan. With a mission to help the world succeed online, he wanted to make it easier for people to thrive on the internet. Fast forward to over two decades later, Muthig has used his passion and strong technical background to build a globally recognized web hosting company, with data centers all over the world.

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