We’re hiring a hands-on Technical Support + WordPress Team Lead to run day-to-day technical operations across our WordPress estate and our customer support stack. This is not a “manager-only” role. You must be a strong full-stack WordPress developer who can also lead people, enforce standards, and keep everything stable, fast, and secure.
This role is for someone who is honest, reliable, and calm under pressure. Integrity is non-negotiable.
Support coverage window: 15:00–03:00 ICT. Our support operates within this window, so you must have availability during these hours. Exact working days and shift pattern will be confirmed during hiring.
Salary
Up to $600 USD per month (based on experience and the proficiency test)
Full-time preferred (part-time may be considered for the right candidate)
Immediate start after an initial proficiency test
What You’ll Own (Core Responsibilities)
Lead + Delivery Ownership
Lead a small support/dev team: assign tasks, track progress, and ensure work is completed properly.
Keep daily priorities clear and delivery moving.
Enforce quality: nothing is marked “done” unless it’s completed, verified, and working.
Hiring + Team Building (Critical)
You will be responsible for hiring and building the next phase of the team who will report directly to you.
Screen candidates, run practical screens, shortlist, and recommend hires.
Set standards and culture: reliability, integrity, strong communication, and consistent output.
Support Operations + SLA Discipline (Chat + Email)
Support is handled via:
Website live chat
Social media messaging
Email
You must:
Keep response times consistently fast and predictable.
Maintain strong first-response performance (target: under 1 minute during normal operating conditions for live channels).
Demonstrate previous experience working in SLA-based support environments (evidence required).
Build and enforce playbooks/macros so the team can respond fast and correctly.
Route issues correctly: quick fixes, technical escalations, account issues, and bug reports.
WordPress Technical Support (Hands-On)
Troubleshoot and resolve issues across multiple WordPress sites: errors, downtime, plugin conflicts, broken layouts, admin issues, email deliverability, etc.
Manage updates, backups, monitoring, and incident response.
Use staging/live workflows to deploy fixes safely.
WordPress Full-Stack Development + Design Quality
Build and improve features using PHP, hooks, custom post types, theme/plugin work, and site enhancements.
Front-end delivery: responsive layout, clean UI, CSS fixes, performance-friendly implementation.
Strong design awareness: keep sites visually consistent, modern, and user-friendly.
Performance + Security
Improve speed and stability: caching, image optimisation, DB cleanup, script control, Core Web Vitals.
Apply strong security practices: hardening, access control, plugin risk management, cleanup when needed.
Operational Discipline + Reporting
Daily reporting: what shipped, what was fixed, what’s at risk, what’s next.
Documentation and repeatable processes so the team can execute consistently.
Escalate serious risks early (security, stability, data loss, major performance issues).
Required Skills (Must-Have)
Minimum 3 years professional WordPress development experience.
Full-stack capability: strong PHP/WordPress + HTML/CSS + working JavaScript.
Proven ability to debug and fix production issues quickly and safely.
Strong eye for design and layout quality.
Proven experience in SLA-based support environments (live chat support experience strongly preferred).
Comfortable leading people and holding standards.
High integrity: accurate status updates, reliable delivery, no “done” unless done.
Must Provide (Evidence of SLA Support History)
To be considered, include at least one of:
Screenshot(s) of SLA metrics (first response time / compliance rate) with sensitive info redacted, or
A reference who can confirm SLA performance, or
A report/export showing support KPIs.
Nice to Have (Strong Advantage)
Experience managing multiple WordPress sites (an “estate”), not just one.
Hosting/DNS/CDN basics (Cloudflare, cPanel, VPS).
Performance tooling experience: Lighthouse, PageSpeed Insights, Query Monitor.
Experience building support playbooks, macros, and escalation trees.
Hiring Process (Fast)
Apply with:
Short intro (in your own words)
WordPress experience summary
Portfolio links (2–3) and exactly what you did
SLA support proof (as above)
Your timezone and confirmation you can cover availability during 15:00–03:00 ICT
Proficiency test (required)
Immediate start for the right person
Application Filter (Mandatory — read carefully)
To reduce spam and templated applications, follow this format exactly or your application will be rejected.
First line of your reply must be exactly:
SHIFT=YES/NO | ICT=YES/NO | WP_YEARS=number
Example: SHIFT=YES | ICT=YES | WP_YEARS=5
Include one screenshot (redact sensitive information) of ONE of the following:
A support inbox showing response-time metrics, OR
A WordPress staging site / plugin list, OR
A Lighthouse / PageSpeed report you ran
Answer this in one sentence:
“What is the last WordPress issue you fixed on a live site, and what was the root cause?”
How to Apply
Reply with:
The mandatory first-line format (above)
Availability confirmation for 15:00–03:00 ICT window
Years of WordPress experience
Full-stack skills summary (PHP/JS/CSS)
Team lead experience (yes/no + details)
Hiring experience (yes/no + details)
Support + SLA history (include proof)
2–3 portfolio links + what you owned on each