Senior Support Manager – Web Applications

About the job

Job Title: Senior Support Manager – Web Applications (WordPress & Front-End) Location: Coimbatore (Work From Home) Job Type: Full-Time Experience: 6+ Years Job Description We are seeking an experienced and reliable Senior Support Manager to lead customer support for our customer-facing web applications. Our platforms are primarily built on WordPress and modern web technologies such as HTML, CSS, and JavaScript. This role requires hands-on involvement in handling complex website issues, managing escalations, guiding junior support engineers, and acting as the primary point of contact for international clients, particularly from the UK. The candidate must be comfortable working UK business hours and UK public holidays. This is a work-from-home role. Roles & Responsibilities • Own end-to-end customer support for live, customer-facing websites and web applications • Handle L2/L3 escalations related to WordPress websites, front-end issues, and web application functionality • Troubleshoot issues such as website errors, broken pages, form issues, plugin conflicts, UI/layout problems, and browser compatibility issues • Use working knowledge of HTML, CSS, and JavaScript to analyse and identify root causes of issues • Manage incoming support tickets, define priorities, and ensure strict adherence to SLAs • Analyse reported issues to determine whether they are user errors, configuration issues, bugs, or enhancement requests before routing to development teams • Act as the main point of contact for key international clients, providing clear, confident, and professional communication • Coordinate with developers, QA, and project teams to explain issues clearly and ensure timely fixes and smooth deployments • Validate and test fixes on staging or production environments before confirming resolution with clients • Guide, mentor, and review the work of junior support engineers to maintain consistent service quality • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles • Identify recurring issues in customer-facing websites and suggest process or product improvements • Monitor support KPIs such as ticket volume, resolution time, SLA compliance, and escalation trends • Prepare and share regular support performance reports and insights with management • Use remote support tools such as AnyDesk or TeamViewer when required • Ensure high levels of customer satisfaction through proactive communication and effective issue resolution Required Skills & Experience • 6+ years of experience in application or web support roles, with at least 2+ years in a senior or lead capacity • Strong experience supporting customer-facing websites or web applications • Hands-on experience with WordPress (themes, plugins, common issues) • Working knowledge of HTML, CSS, and JavaScript for troubleshooting and issue analysis (coding not mandatory) • Experience handling tickets using tools such as Zendesk, Freshdesk, Zoho Desk, Jira Service Management, or Intercom • Strong understanding of SLA management, escalation handling, and root cause analysis • Excellent written and spoken English, with experience supporting international clients • Strong problem-solving, decision-making, and stakeholder management skills • Ability to manage multiple priorities and lead a small support team effectively Preferred Qualifications • Experience working with UK or other international clients • Background in SaaS, digital agency, or web-based product environments • Experience with remote support tools (AnyDesk, TeamViewer, etc.) • Basic understanding of SEO or digital marketing concepts is a plus

Requirements

• customer support
• WordPress
• HTML
• CSS
• JavaScript

Preferred Technologies

• customer support
• WordPress
• HTML
• CSS
• JavaScript