Web Hosting Technical Support Manager

A2 Hosting is currently seeking an experienced Technical Support Manager to join the Support leadership team! The Support Manager oversees the day-to-day operations of the A2 Hosting support department. While technical in nature, this position will predominantly focus on the team members who make A2 Hosting an incredible place to work - from sourcing and hiring new team members to supporting, guiding, and training our current team, the Support manager will be a crucial piece in the continued development of a passionate, curious, and collaborative workplace culture.

Through leading, motivating, and working alongside a team of passionate professionals and leaders, the Support Manager will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.

Job Specific Details

This is a full time, fully remote position

Schedule follows a Monday-Friday, 9a-5p Eastern Time schedule, although additional hours, including nights and weekends, may be required

What you'll do

Provide leadership and guidance to team members within the Support Department

Continually mentor, train, and develop individuals as well as the team dynamic as a whole 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

Foster a strong customer-focused mindset within the team by engaging with customers to foster positive relationships and enhance overall satisfaction

Required Experience

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

Required Skills

Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members through all utilized channels (email tickets, live chat, and phone)

Ability to maintain a high level of professionalism and empathy while interacting with and assisting customers, team members, and others within the organization

Exceptional interpersonal skills with the ability to support, motivate, inspire, and guide a high-performing team

Comfortable with learning new technical skills and adapting to new technologies/software

CPCP and/or CWA certifications are a huge plus

Hands-on experience working with WHMCS preferred

Professional experience working in an Agile environment preferred, Jira experience a plus

Basic understanding of, or professional exposure to, process improvement and project management methodologies a plus

Who you are:

Leader Oriented - You thrive on the "people" side of management and enjoy coaching, motivating, and engaging team members

Passionate - You get excited about what you do and you embrace that passion to inspire others

Solutions oriented with strong problem solving skills - You love troubleshooting, diagnosing, debugging, and resolving problems

Organized and agile - You thrive in fast-paced tech environments where you are frequently multitasking

Team focused - You enjoy working with peers to collaborate, communicate, and problem solve

Curious and Inquisitive - The ever-changing world of technology is exciting to you and you are eager to learn and explore new skills

Research shows that women and people from under-represented groups often apply to jobs ONLY IF they meet all of the qualifications. However, no one ever meets 100% of the qualifications, nor should they. A2 Hosting focuses on hiring people, not just skill sets, and encourages you to apply, even without meeting every qualification. We look forward to your application. A note on the location: Aside from our data center team, A2 Hosting is a fully remote organization with a globally distributed workforce. With that, there is a lot of flexibility on where our team members can work, although there may be position specific limitations or requirements for the role. Additionally, since each state in the US operates as an independent entity, companies must have business licensing to hire in each state. Because of that, A2 Hosting is not able to hire in all states. At this time, we are licensed to hire in the following states: AR, AZ, FL, GA, IN, KY, MD, MI, NC, OH, OK, PA, SD, TX, UT, VA, VT, and WI.

US-based candidates who do not reside in one of the above states are unable to be considered for employment at A2 Hosting. Why Work for A2 Hosting:

A2 Hosting provides a collaborative and team-focused work environment with a focus on training and development for all of our team members. We strive to promote from within, provide growth opportunities, and encourage our team members to embrace the curious and passionate core values that drive us forward. Additional benefits, based on location, are below: Benefits for ALL Team Members, regardless of location:

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!)

US Specific Benefits (for US based team members only):

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. Even with this growth, A2 Hosting hasn’t strayed far from our roots. Today, with almost 200 passionate team members around the globe, we use our knowledge, skills, and resources to help our clients bring their digital visions to life every day. Continuously driven by our core values, we focus on creating world-class customer service interactions for new and current clients, regardless of their technical expertise. That passion, paired with continuous curiosity and desire to provide fast, user-friendly service, is the reason we have been successful for the last 20 years. Ready to bring your passion to the team? Apply now, we look forward to speaking with you.

FOR US-BASED CANDIDATES: A2 Hosting is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster E-verify Right to Work Poster

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