USD per year
Director of Support, WordPress VIP
Lead a 40+ person global Support and Engineering team operating 24/7. Partner with the Customer Experience (CX) Senior Leadership Team on strategic direction. Build and evolve an AI-augmented Support organization in enterprise SaaS. Report to the VP of Customer Experience as part of their Senior Leadership Team. Maintain and improve quality, AI augmentation, and leadership bench strength. Engage with senior internal and external stakeholders including customer executives. Model customer centricity directly on calls, on-site, and in escalations.
Responsibilities
- Lead hiring, performance management, and team culture for a 40+ person global Support and Engineering team operating 24/7.
- Continue building an AI-augmented Support model to improve efficiency and customer experience.
- Set strategic vision for Support and CX as part of Senior Leadership Team; translate into executable operating plan.
- Coach and develop Support leads into senior leaders.
- Shape VIP’s enterprise Support offering in partnership with Product, Sales, and CX teams.
- Build best-in-class reporting on Support outcomes, customer experience, and team performance with rigorous data foundations.
- Partner closely with CX, Product, Sales, Marketing on customer outcomes and feedback loops.
- Engage credibly with senior stakeholders internally and externally.
- Model customer centricity during escalations and direct interactions.
Experience Requirements
- 10+ years leadership experience in Support or customer-facing organizations; direct experience leading a Support organization required.
- 5+ years supporting SaaS or PaaS products for large enterprise customers.
- Experience leading mature Support organizations of 50+ team members.
- Experience aligning Support to retention goals; commercial mindset including ARR and financial aspects of Support.
- Demonstrated fluency with AI-augmented Support models: agent workflows, deflection/escalation patterns, improving customer experience.
- Ability to engage executive stakeholders internally and externally.
- Proven track record in performance management working closely with team members, leads, HR partners.
Compensation Details
Salary range: $100,000 – $165,000 USD (global range; pay in local currency). Pay reflects potential contribution and impact; may exceed stated range in some cases. Competitive base salary without complex variable components.
Location Info
Fully remote company.
Employment Type
Not explicitly stated but implied full-time leadership role.
Remote Work Allowance
Yes, fully remote company.
Additional Relevant Information
Open vacation policy. Benefits vary by country; details available on Benefits Page (not included here). Equal Opportunity employer committed to accessibility and diversity.
We are passionate about making the web a better place. Automattic is a fully distributed software company that powers tens of millions of sites, stores, and conversations worldwide.
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