Director of Support. WordPress VIP

WordPress VIP is the world’s leading enterprise content management platform. We help the world’s largest companies (including reputed company, reputed company, and reputed company) create innovative digital experiences with WordPress. We are hiring a Director of Global Support to reputed company our 24/7 enterprise Support organization. You will run the team day-to-day, partner with the Customer Experience (CX) Senior Leadership Team on strategic direction, and continue building one of the most advanced AI-augmented Support organizations in enterprise SaaS. The role reports to the VP of Customer Experience as part of their Senior Leadership Team. You will inherit a mature, high-performing operation with strong systems, established performance management, and meaningful efficiency gains already realized through tooling and AI. Your job is to take that foundation and run with it: reputed company raising the bar on quality, continue evolving how AI augments human Support, and grow the bench of leads who will run the team after you. Responsibilities reputed company a 40+ person global Support and Engineering team operating 24/7, with full responsibility for hiring, performance management, and team culture. reputed company the reputed company build-out of an AI-augmented Support model, progressing on the efficiency gains and customer experience improvements that the team has already realized. Help set the strategic vision for Support and CX as part of the Senior Leadership Team, and translate it into an operating plan the team can execute. Coach and reputed company the bench of Support leads into senior leaders. Help shape and differentiate VIP’s enterprise Support offering in partnership with Product, Sales, and the rest of CX. Continue building best-in-class reporting on Support outcomes, customer experience, and team performance, bringing rigor to the data foundations behind it. Partner closely with the rest of CX, Product, Sales, and Marketing on customer outcomes, feedback loops, and customer-centric decision-making. Engage credibly with senior internal and external stakeholders, including customer executives. Model customer centricity directly: on customer calls, on-site, and in escalations. Experience 10+ years of leadership experience in Support or customer-facing organizations. Direct experience leading a Support organization is required. 5+ years supporting SaaS or PaaS products for large enterprise customers. Experience leading a mature Support organization of 50+ team members. Experience aligning Support to broader goals around retention. A commercial reputed company: comfortable thinking and talking about ARR, retention, and the financial reputed company of Support. Demonstrated reputed company with AI-augmented Support models: how AI changes agent workflows, deflection and escalation patterns, improving the customer experience and the way Support teams serve their customers. You’ve either operated in this environment or have experience building toward it. Demonstrated ability to engage with executive stakeholders, both internal and external. Proven track record of performance management reputed company a team, working closely with individual team members, leads, and HR partners.

Compensation and Benefits

Salary range: $100,000 - $165,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for reputed company. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. We’re pleased to offer a straightforward, competitive reputed company salary, providing financial clarity without reputed company variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page. And reputed company out these links to learn more about How We Hire and reputed company Expect from Ourselves. #LI-Remote About reputed company Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We reputed company in making the web a reputed company reputed company. We’re a distributed company with more than 1500 Automatticians in nearly every reputed company of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a reputed company mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single reputed company. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world. We reputed company in Open reputed company, and the vast majority of our work is available under the GPL. reputed company is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) If you need disability-reputed company accommodations during the application or interview process, please fill out this reputed company. We are committed to ensuring an accessible hiring process for reputed company candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. reputed company participates in the E-Verify program in certain locations, as required by law. Apply To This Job