Web Hosting Supervisor

About us:

Hostwinds is changing the face of the hosting industry from the start with new standards: offering quality hosting services at a reasonable price. We pride ourselves on our excellent customer service to our clients. We provide a full range of services, from basic hosting to enterprise cloud deployments. We are developing new cutting-edge technologies and are looking for new team members who share our passion.

We are currently looking for a Web Hosting Support Supervisor to join our growing team.

Position Summary:

As a Web Hosting Support Supervisor, you will be responsible for ensuring that your direct reports can deliver excellent customer service to our clients. Your team will be responsible for resolving problems relating to their hosting services, answering any questions they may have about our products through Live Chat, Phone Calls, and Email Tickets, and creating high-quality knowledge guides. All Hostwinds employees share a common goal: ensure our clients are 100% delighted with Hostwinds' support and services.

Support areas include cPanel, network connectivity, PHP (no development), MySQL (install/update), Plesk (support), Apache (basic configuration & troubleshooting), OS installation, routing/delivery, DNS, and hosting package installation. We deliver Windows and Linux-based hosting. As a Frontline manager, you will support your team through phone, chat, and email-based ticketing systems.

Working Schedules:

We provide support 24/7/365 and have varying shift schedules. Currently, we are recruiting for the following shifts:

• Second Shift (Swing): 1:30 PM - 10:00 PM PST

Qualifications:

• Passion for technology and willingness to learn new skills

• Strong typing skills of at least 60+ WPM (Words Per Minute)

• Analytical, critical thinking, and problem-solving skills

• Ability to navigate multiple computer programs in a fast-paced, multi-tasking environment

• Management or Leadership experience

• Web Hosting experience preferred

• Demonstrated ability to coach and develop action plans, which maximize performance and provide effective feedback

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.

• Work well under pressure and follow through on items to completion while maintaining a professional demeanor.

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Responsibilities:

• Analysis and maintenance of all Service Level Agreements; implementation of improvement plans as necessary

• Selection, preparation, development, and management of the performance of direct reports and their associates, including preparing and assigning of work for direct reports that are in line with the policies of the organization

• Manage and review operational reports (Attendance adherence, Metrics, QA Reports)

• Provide direct reports, leadership, and guidance to ensure company policies and standards; define and implement any corrective actions needed to meet operational performance.

• Conduct regular one-on-ones with your direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.

• Implement best practices and over-deliver for customers, drive consistent performance, evaluate staffing requirements, and make adjustments to meet changing conditions with input from management.

• Foster an atmosphere that promotes problem-solving and process improvement.

• Work with peers and management by reviewing performance metrics monthly to identify trends and countermeasures.

• Monitor, review, and correct department issues and guide direct reports to resolve customer issues.

• With management's guidance, lead and implement medium-scale projects directly related to business goals and objectives.

• Provide support to direct reports requiring assistance with client interactions and provide feedback to members for calls, chats, and emails.

• Creates and maintains onboarding plans for new hires and acts as a training liaison for all development, training, and continuing education

Why work for us:

• Benefits (Medical, Vision, and Dental)

• 401K

• Free parking at our Seattle office

• Generous PTO & Holiday Pay

• Great Coffee and Snacks

• Company Parties

• Fun Work Culture

• Yearly Reviews and Career Development

• Hybrid remote schedule upon qualifications

The position is located in the Seattle office. We do not offer to telecommute. Candidates must be eligible to work in the United States. We do not provide visa sponsorship.