Technical Support Operations Lead

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) Location: Remote (Brazil) Comp: R$ 8,000 - 10,000 (based on experience, availability, etc) --- 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 proactive, structured updates. Improve ticket quality at intake (fewer missing details, fewer re-open loops). Increase throughput by ensuring developers receive clean, reproducible briefs. Establish a consistent verification standard ("done" means confirmed, not assumed). --- Key Responsibilities 1) Triage & Queue Control (Daily) Own intake, prioritization, and routing (L1/L2/vendor/hosting). Maintain a clean status system (e.G., Needs Info / Reproducing / In Progress / Blocked / Ready for Review / Done). Prevent "stale" tickets by enforcing next steps, deadlines, and escalation triggers. Identify patterns (recurring plugin/caching issues, frequent client misunderstandings) and eliminate them via process. 2) Client Communication (English, Proactive) Write clear, concise updates that reduce anxiety and avoid ambiguity. Ask high-leverage questions that unblock work quickly (environment, steps to reproduce, screenshots, recordings, credentials). Set expectations on scope, constraints, risks, and timelines without overpromising. Package approvals for deployment (what changed, why, how to verify). 3) Technical Diagnosis & Resolution (Hands-on) Independently troubleshoot and resolve common issues across: WordPress + theme/plugin conflicts WooCommerce (notifications, checkout, templates, basic flows) Elementor / WPBakery / Gutenberg front-end issues Forms (Gravity Forms / CF7), email deliverability basics Performance/caching behavior (page cache vs dynamic content constraints) Security-related operational tasks (basic WAF/lockdown workflows, escalation to hosting/security tools) Produce concise root-cause summaries and next-step plans. 4) Reproduction, QA & "Definition of Done" Standardize reproduction requests (device, browser, resolution, URL, steps, expected vs actual). Request Jam.Dev / screen recordings when needed; verify after fixes. Ensure changes are tested across the key breakpoints/devices relevant to the issue. Close the loop: confirmation + documentation + prevention (when applicable). 5) Operational Excellence (SOPs, Metrics, Continuous Improvement) Build and maintain lightweight SOPs, macros, and checklists for recurring requests. Track and improve metrics: backlog age, time-to-first-response, cycle time, reopen rate, "waiting on client," etc. Recommend process changes that reduce founder involvement and improve predictability. --- Required Skills & Experience Strong English writing and speaking (client-facing with US customers). Proven ownership of a support queue (prior lead/coordinator role preferred). Strong WordPress troubleshooting ability (logs, plugin conflicts, theme overrides, front-end debugging). Solid familiarity with common stacks: WooCommerce, Elementor, Gravity Forms/CF7 (or similar). Ability to produce clean developer briefs (clear reproduction steps, context, constraints, acceptance criteria). High accountability: you do not wait to be asked—you surface risks, blockers, and next actions early. Nice-to-Haves Experience with WP Engine or similar managed hosting environments. Familiarity with security tooling/workflows (WAF concepts, basic hardening, incident escalation). Experience working in agencies serving multiple client accounts concurrently. Comfort with basic HTML/CSS/JS debugging and browser dev tools. Working Style & Time Overlap Remote, PJ. Must have reliable availability overlapping US business hours for client comms and coordination (exact window flexible). You will be expected to work with high responsiveness during agreed overlap hours.