AutomatticRemote
Director of Support, WordPress VIP
United States
Full Time
3 hours ago
$100,000 - $165,000 USD
Visa Sponsor
Key skills
AISaaSLeadershipRemote WorkSales
About this role
Role Overview
- Lead a 40+ person global Support and Engineering team operating 24/7
- Lead the continued build-out of an AI-augmented Support model
- Help set the strategic vision for Support and CX
- Coach and develop the bench of Support leads
- Shape VIP’s enterprise Support offering in partnership with Product, Sales, and CX
- Continue building best-in-class reporting on Support outcomes
- Engage credibly with senior internal and external stakeholders
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
- Commercial mindset comfortable thinking about ARR and retention
- Demonstrated fluency with AI-augmented Support models
- Proven track record of performance management
Benefits
- Competitive base salary
- Open vacation policy
- Remote work options
- Full benefits package including health insurance and retirement plan