Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.

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Technical Team Lead

Job TypeFull Time

QualificationBA/BSc/HND

Experience3 - 5 years

LocationNairobi

Job FieldICT / Computer

We are looking for a Technical Team Lead to oversee a team of Technical Support Agents supporting our client whose a leading managed WordPress hosting platform.

This role is ideal for someone who combines strong technical expertise in WordPress and hosting environments with proven leadership skills. You will play a key role in driving team performance, improving customer satisfaction, and ensuring operational excellence.

What You’ll Do

Team Leadership & Performance Management

• Lead, coach, and develop a team of technical support agents
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Drive key KPIs, including CSAT, SLA adherence, FRT, and resolution times
• Identify skill gaps and implement targeted training and coaching plans

Technical Oversight

• Serve as an escalation point for complex technical issues
• Support troubleshooting across:
  • WordPress core issues
  • Plugin and theme conflicts
  • Website performance optimization
  • DNS, SSL, CDN, and caching issues
• Ensure accurate and efficient ticket handling

Quality Assurance & Process Improvement

• Monitor ticket quality and provide actionable feedback
• Perform root cause analysis on recurring issues
• Improve workflows, documentation, and knowledge base usage
• Collaborate with QA teams to maintain high support standards

Client & Stakeholder Engagement

• Act as a liaison between Influx and the client’s stakeholders
• Participate in client check-ins and performance reviews
• Provide insights on trends, risks, and improvement opportunities

Operational Excellence

• Manage team schedules, coverage, and productivity
• Ensure SLA compliance and workload balancing
• Support onboarding and ramp-up of new agents

What We’re Looking For

Experience Required

• 3–5+ years in technical support (hosting or SaaS preferred)
• 1–2+ years in a leadership, senior, or SME role
• Experience supporting WordPress hosting platforms (highly preferred)
• Experience working with global clients or remote teams

• Lead, coach, and develop a team of technical support agents
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Drive key KPIs, including CSAT, SLA adherence, FRT, and resolution times
• Identify skill gaps and implement targeted training and coaching plans
• Serve as an escalation point for complex technical issues
• Support troubleshooting across: WordPress core issues, Plugin and theme conflicts, Website performance optimization, DNS, SSL, CDN, and caching issues
• Ensure accurate and efficient ticket handling
• Monitor ticket quality and provide actionable feedback
• Perform root cause analysis on recurring issues
• Improve workflows, documentation, and knowledge base usage
• Collaborate with QA teams to maintain high support standards
• Act as a liaison between Influx and the client’s stakeholders
• Participate in client check-ins and performance reviews
• Provide insights on trends, risks, and improvement opportunities
• Manage team schedules, coverage, and productivity
• Ensure SLA compliance and workload balancing
• Support onboarding and ramp-up of new agents

• WordPress
• Hosting environments
• Leadership
• Technical support
• Customer satisfaction
• Operational excellence
• Troubleshooting
• DNS
• SSL
• CDN
• Caching
• Ticket handling
• Quality Assurance
• Process Improvement
• Client engagement
• Stakeholder engagement
• SLA compliance

• BA/BSc/HND
• 3–5+ years in technical support (hosting or SaaS preferred)
• 1–2+ years in a leadership, senior, or SME role
• Experience supporting WordPress hosting platforms (highly preferred)
• Experience working with global clients or remote teams