A2 Hosting is currently looking for an experienced Technical Support Supervisor to join our Support team! While technically skilled in webhosting technology, The Technical Support Supervisor is a people-focused leader that will oversee the success of their team through support, coaching, and shift management to drive customer service success.
Working alongside a team of passionate professionals and leaders, the Technical Support Supervisor will be an integral part of ensuring that A2 Hosting is a leader in customer-focused web hosting services while supporting the support team as a whole.
Shift Information
We currently have 2 shifts available for this position:
- Sunday through Thursday, 2:00pm – 10:00pm US Eastern Time
- Tuesday through Saturday, 10:00pm – 6:00am US Eastern Time
Both shifts are full-time, non-exempt, and fully-remote.
What you'll do:
- Oversee day-to-day contact center duties focused on team and shift operations, including scheduling and shift management, approving time cards, and monitoring queues to ensure smooth workflow and adherence to organizational standards
- Act as a mentor and role model for team members within the Support department by providing guidance and technical advice, and handling customer escalations as needed while reinforcing our mission and core values
- Track and manage the productivity and performance results of support team members
- Develop and execute monthly coaching plans for team members with a focus on career development and performance
- Prioritize coaching by fostering regular communication, nurturing strong interpersonal bonds, providing constructive feedback, and emphasizing skill enhancement
- Manage ongoing career development and training of team members through onboarding, performance reviews, coaching, and disciplinary actions as needed
- Create and present comprehensive business reviews that provide KPI stats, team insights, and additional information that can assist with both short and long-term strategic planning
- Provide a continuous feedback loop to the Support leadership team regarding performance, blockers, achievements, and opportunities
- 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 3 years of team leadership experience required; preferably in a customer-service-based technical support organization
- Prior experience with coaching team members and driving performance is required
- A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
- 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 during potentially stressful interactions with clients and team members
- Effective time management skills with the ability to thrive in a fast-paced technical support environment
- 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
Requirements for Internal Candidates:
- A minimum of 6 months tenure in current role with positive feedback from current supervisor
- A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
- Formal supervisory/leadership experience may be waived for internal candidates who have demonstrated high levels of unofficial leadership, team motivation, and collaboration in their current roles
- Intermediate knowledge of the different A2 Hosting products with experience utilizing support department tools
- Support-department specifics:
- A Quality Assurance score of 95% or higher
- A continued productivity score of 4 items or better completed per hour
- An overall CSAT score of 92% or higher
- Consistently in the top 20% of QA scores within the department
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 PosterE-verify Right to Work Poster
