Technical Support Lead

Hours: Monday to Friday, 9:00am to 5:30pm UK time (4:00pm to 12:30am Manila time). This is a permanent evening/night shift. Please only apply if you are already comfortable working these hours long-term.

We are Global Bay, a luxury web design agency based in Bristol, UK with clients around the world. We have been trading for over 14 years and look after 100+ hosting and website care clients, including hospitals, financial services firms and premium consumer brands. Our clients expect fast, polished, personal service, and this role is at the heart of delivering it.

The role
This is not a back-office technician job. You will be the face and voice of our support service, owning the client relationship on every ticket from first reply to resolution. Clients will know you by name. You will:

- Own all client communication on support: first replies, progress updates, resolution confirmations
- Monitor and manage our HubSpot ticketing system during UK business hours
- Resolve first-line WordPress tasks yourself: content updates, plugin updates, small layout fixes, form issues, DNS and email queries, basic troubleshooting
- Coordinate larger technical work with our senior development team, staying the client's single point of contact throughout
- Keep clients updated proactively so nothing goes quiet
- Log everything in the ticketing system, every time
- Help build the support function itself: we are setting up HubSpot ticketing now, and you will help shape the workflows, templates, SLAs and processes from the ground up


What we are looking for
- 2+ years in WordPress support, web agency support, or technical BPO roles serving UK/US/AU clients
- Excellent written English. Your emails will go directly to clients under your own name, and they must read as warm, clear and professional. This is the single most important requirement of the role.
- Solid WordPress fundamentals: themes, plugins, Elementor a plus, cPanel/hosting basics, DNS basics
- Experience already working night shift or UK/US hours
- Experience with helpdesk or ticketing tools (HubSpot Service Hub, Zendesk, Freshdesk or similar). Experience setting one up or improving support processes is a strong plus.
- Reliable home setup: fast fibre internet, backup power or co-working access, quiet space for calls
- Someone who takes ownership. If a ticket is yours, it is yours until it is resolved or properly handed over.


What we offer

- Full-time, long-term, stable monthly retainer paid reliably every month
- Direct relationship with the agency founder, no middleman agency
- A small, senior, friendly remote team (our development team has been with us for years)
- Genuine growth: this is a new role we intend to build around the right person


How to apply

Reply with:
- Your CV
- A short cover note telling us about your night shift / UK hours experience
- Your answer to this scenario, written as if replying to a real client: "A client emails saying their contact form has stopped working and they are worried they have lost enquiries. Write your task list to troubleshoot the issue, and your first reply to them."

- Applications without the scenario answer will not be considered.