Jobgether تعلن عن وظيفة مدير عمليات في السعودية
🏢 Jobgether
Jobgether تعلن عن وظيفة رئيس فريق الدعم الفني Pressable في السعودية
Technical Support Team Lead, Pressable
🏢 Jobgether
تفاصيل الوظيفة
Jobgether تبحث، بالنيابة عن شركة شريكة، عن Technical Support Team Lead, Pressable في السعودية. هذا المنصب قيادي في بيئة دعم فني على مدار الساعة متخصصة في استضافة ووردبريس المُدارة، حيث ستجمع بين الدعم المباشر للعملاء وتطوير فريق من مهندسي الدعم الفني.
المهام والمسؤوليات
- قيادة وتوجيه وتطوير فريق من مهندسي الدعم الفني، وتعزيز ثقافة تعاونية عالية الأداء
- العمل كمدير تنفيذي (player-coach) من خلال التعامل المباشر مع المشكلات المعقدة للعملاء، ومراجعات المواقع، وعمليات الترحيل، والتصعيدات
- مراقبة وتحليل وإعداد تقارير حول مؤشرات أداء الفريق، واتفاقيات مستوى الخدمة (SLAs)، ومؤشرات رضا العملاء
- إجراء اجتماعات فردية دورية وجلسات تدريبية ومراجعات أداء لدعم النمو الفردي والمساءلة
- تصميم وتنفيذ وتحسين عمليات الدعم وسير العمل ومسارات التصعيد لتعزيز الكفاءة والجودة
- تطوير وتقديم برامج تدريبية لتعزيز الخبرة الفنية ومهارات التواصل مع العملاء داخل الفريق
- إدارة الجدولة وتخطيط التغطية وتخصيص الموارد لضمان استمرارية الدعم على مدار الساعة
- التعاون مع فرق المنتجات والمبيعات والفرق متعددة الوظائف لمشاركة رؤى العملاء ودفع تحسينات المنتج
- تحديد المشكلات الفنية المتكررة وتنفيذ حلول طويلة الأمد لتقليل حجم التذاكر وتحسين استقرار النظام
- العمل كنقطة تصعيد للحالات المعقدة أو عالية التأثير للعملاء، وضمان الحل الفعال في الوقت المناسب
الشروط والمتطلبات
- خبرة مثبتة في قيادة الدعم الفني أو إدارة الفرق أو أدوار دعم العملاء العليا في بيئة SaaS أو استضافة
- خلفية فنية قوية في WordPress وبنية الاستضافة المُدارة
- خبرة في إدارة أو توجيه الفرق الفنية ودفع تحسينات الأداء
- قدرة عملية على استكشاف المشكلات الفنية المعقدة وإصلاحها، بما في ذلك أداء المواقع وتكوين الاستضافة وعمليات الترحيل
- فهم قوي لعمليات دعم العملاء واتفاقيات مستوى الخدمة (SLAs) ومؤشرات الأداء الرئيسية للدعم في بيئة تعمل 24/7
- مهارات تواصل ممتازة مع القدرة على ترجمة الموضوعات التقنية لجمهور تقني وغير تقني
- مهارات قوية في التنظيم وتحديد الأولويات واتخاذ القرارات في بيئات سريعة الوتيرة
- خبرة في بناء أو تحسين عمليات الدعم أو أدلة العمل أو البرامج التدريبية
- القدرة على التعامل مع التصعيدات بهدوء وفعالية مع الحفاظ على عقلية تركز على العميل
- نهج استباقي ومنظم وموجه نحو النتائج في القيادة وحل المشكلات
المزايا
- بيئة عمل عن بُعد بالكامل مع مرونة وتعاون عالمي
- تعويض تنافسي يتناسب مع الخبرة والتأثير المحتمل
- سياسة إجازات مفتوحة تدعم التوازن بين العمل والحياة والاستقلالية
- دعم إعداد المكتب المنزلي وبدلات مساحات العمل المشتركة
- تغطية صحية وأسنان ورؤية (للموظفين المؤهلين حسب الموقع)
- تأمين على الحياة والعجز (للموظفين المؤهلين حسب الموقع)
- دعم الادخار التقاعدي (مثل مطابقة 401(k) للموظفين المؤهلين)
- فرص تعلم وتطوير مدفوعة، بما في ذلك التدريب والكتب والمؤتمرات
- فرصة العمل في مؤسسة عالمية موزعة مع ثقافة هندسية ومنتجات قوية
- تأثير مباشر على تجربة العملاء وتطوير الفريق واستراتيجية الدعم على نطاق واسع
عرض النص الأصلي للإعلان
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead, Pressable based in Saudi Arabia.
This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on “player-coach,” balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.
Accountabilities
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
This is a leadership role within a 24/7 technical support environment focused on managed WordPress hosting. You will act as a hands-on “player-coach,” balancing direct customer support with the leadership and development of a team of highly technical Support Engineers. The role combines operational ownership with people management, ensuring high-quality customer experiences while continuously improving team performance, processes, and service standards. You will oversee SLAs, performance metrics, and escalation handling while also contributing directly to complex customer cases. Beyond day-to-day support, you will collaborate with cross-functional teams including Product, Sales, and Engineering to improve platform reliability and customer experience. This position is ideal for a technically strong leader who thrives in fast-paced environments and enjoys building scalable support systems while mentoring others. Your impact will be visible in improved customer satisfaction, stronger team capability, and more efficient support operations.
Accountabilities
- Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture
- Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations
- Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators
- Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability
- Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality
- Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team
- Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity
- Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements
- Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability
- Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution
- Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment
- Strong technical background in WordPress and managed hosting infrastructure
- Experience managing or mentoring technical teams and driving performance improvements
- Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations
- Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment
- Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences
- Strong organizational, prioritization, and decision-making skills in fast-paced environments
- Experience building or improving support processes, playbooks, or training programs
- Ability to handle escalations calmly and effectively while maintaining a customer-first mindset
- Proactive, structured, and results-oriented approach to leadership and problem-solving
- Fully remote working environment with flexibility and global team collaboration
- Competitive compensation aligned with experience and impact potential
- Open vacation policy supporting work-life balance and autonomy
- Home office setup support and coworking allowances
- Health, dental, and vision coverage (for eligible employees depending on location)
- Life and disability insurance benefits (for eligible employees depending on location)
- Retirement savings support (e.g., 401(k) matching for eligible employees)
- Paid learning and development opportunities, including training, books, and conferences
- Opportunity to work in a global, distributed organization with strong engineering and product culture
- Direct impact on customer experience, team development, and support strategy at scale
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
المصدر: LinkedIn — أُضيفت للموقع في 11 يونيو 2026