Support Team Lead

Job Overview

Support Frontend Lead

Key Responsibilities

Ticket Management

• Understand, analyze, and prioritize frontend-related support tickets.
• Distribute tasks to team members based on skillset and urgency.
• Ensure timely resolution and high-quality support delivery.

Technical Expertise

• Provide hands-on support for issues related to HTML5, CSS3, jQuery, and WordPress.
• Troubleshoot and debug frontend issues efficiently.
• Assist team members with complex problems and provide technical guidance.

Team Leadership

• Lead and mentor a small team of frontend support executives.
• Monitor progress and provide performance feedback.
• Ensure adherence to processes and quality standards.

Client Communication

• Communicate effectively with clients to gather requirements and provide updates.
• Ensure customer satisfaction with clear, professional correspondence.

Required Skills

• Strong command of HTML5, CSS3, and jQuery.
• Proficiency in WordPress (themes & plugins).
• Excellent verbal and written communication.
• Analytical and problem-solving ability.
• Ability to prioritize and manage multiple support tickets.
• Experience in team coordination and task delegation.
• Knowledge of basic PHP

Preferred Qualifications

• Prior experience in a support or ticket-based environment.
• Knowledge of JavaScript frameworks (React, Angular, Vue) is a plus.
• Familiarity with project management tools like Trello, Jira, or Zoho.