Director of Support, WordPress VIP
New
A
Automattic CareersEnterprise SaaS
We are a fully-remote companyFull-TimeDirector
Salary100,000 - 165,000 USD per year
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Job Details
- Experience
- 10+ years of leadership experience in Support or customer-facing organizations; 5+ years supporting SaaS or PaaS products for large enterprise customers.
- Required Skills
- LeadershipSaaS
Requirements
- 10+ years of leadership experience in Support or customer-facing organizations.
- Direct experience leading a Support organization.
- 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.
- Commercial mindset with experience thinking about ARR, retention, and the financial side of Support.
- Demonstrated fluency with AI-augmented Support models and their impact on agent workflows and customer experience.
- Demonstrated ability to engage with executive stakeholders, both internal and external.
- Proven track record of performance management within a team, working closely with individual team members, leads, and HR partners.
Responsibilities
- Lead a 40+ person global Support and Engineering team operating 24/7, with full responsibility for hiring, performance management, and team culture.
- Lead the continued build-out of an AI-augmented Support model, progressing on efficiency gains and customer experience improvements.
- Help set the strategic vision for Support and CX as part of the Senior Leadership Team, and translate it into an operating plan.
- Coach and develop the bench of Support leads into senior leaders.
- Help shape and differentiate enterprise Support offering in partnership with Product, Sales, and CX.
- Build best-in-class reporting on Support outcomes, customer experience, and team performance.
- Partner closely with Product, Sales, and Marketing on customer outcomes and feedback loops.
- Engage with senior internal and external stakeholders, including customer executives.
- Model customer centricity on customer calls, on-site, and in escalations.
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