• Lead and manage a team of 5 to 15 members, providing guidance, coaching, and support to ensure individual and team success• Continuously evaluate and improve support processes, streamlining workflows and optimizing efficiency• Monitor team performance metrics, such as response time, resolution rate, and customer satisfaction• Implement strategies to improve performance and meet service-level objectives• Recognize and reward outstanding performance, boosting team morale and motivation• Collaborate with other supervisors and cross-functional teams to optimize workflow and resolve operational issues• Conduct annual performance reviews • Handle customer’s technical issues related to their accounts, including refunds, password resets, and account creations• Provide technical support and troubleshooting assistance for WordPress plugins in Security, Sync, Kadence, Restrict Content Pro, and WPComplete• Assist in the creation of comprehensive knowledge base articles, FAQs, and video tutorials• Collaborated with cross-functional teams to address customer concerns, report bugs, and contribute to the development of new features and improvements• Effectively communicate with customers, demonstrating a deep understanding of their needs and providing personalized support• Act as a point of escalation for complex customer issues, providing guidance and assistance in resolving challenging situations

• Fixed technical issues• Oversaw activities directly related to providing service• Provided customer service/support• Filed documents/inventory

• Redesigned existing websites in WordPress • Designed and built websites in WordPress using Divi• Consulted with clients

• Handled sensitive/personal information • Followed security protocols • Verified individual’s identity • Administered tests and provided assistance to students • Provided access to Pearson Vue, HiSET, CLEP, and ACT to testers

• Adhere to assigned curriculum plan • Complied with school protocols