Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Marketing @ 4
Hiring @ 4
Leadership @ 4
Reporting @ 4
WordPress @ 4
AI @ 4
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
WordPress VIP (Automattic) is hiring a Director of Global Support to lead the company’s 24/7 enterprise Support organization. The role reports to the VP of Customer Experience and is part of the CX Senior Leadership Team. You will run day-to-day operations, continue building an AI-augmented Support organization, and grow the bench of leads to run the team after you.
Responsibilities
- Lead a 40+ person global Support and Engineering team operating 24/7 with full responsibility for hiring, performance management, and team culture.
- Continue the build-out of an AI-augmented Support model to improve efficiency and customer experience.
- Set strategic vision for Support and CX as part of the Senior Leadership Team and translate it into executable operating plans.
- Coach and develop Support leads into senior leaders.
- Shape and differentiate VIP’s enterprise Support offering in partnership with Product, Sales, and CX.
- Build best-in-class reporting on Support outcomes, customer experience, and team performance; bring rigor to the data foundations behind reporting.
- Partner closely with 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 (customer calls, on-site, escalations).
Requirements
- 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 (note: the role also references leading a 40+ person global Support and Engineering team).
- Experience operating 24/7 global support and managing escalations.
- Demonstrated fluency with AI-augmented Support models: how AI changes agent workflows, deflection and escalation patterns, and improves customer experience.
- Experience aligning Support to commercial goals around retention and ARR; comfortable discussing financial side of Support.
- Proven ability to engage with executive stakeholders and to perform performance management, coaching, and people development.
Compensation and Benefits
- Salary range: $100,000 - $165,000 USD (global range; paid in local currency). Automattic notes pay may reflect potential contribution and impact and could, in some cases, go beyond the stated range.
- Fully remote company with an open vacation policy. Benefits details vary by country; see Automattic’s Benefits Page for full listings.
About Automattic
Automattic is the company behind WordPress.com, WooCommerce, Tumblr, and other products. The company is distributed and fully remote, with more than 1500 employees worldwide. Automattic emphasizes open source, inclusion, accessibility, and provides accommodations during the hiring process. For more information about Automattic, hiring process, and expectations, refer to the company links referenced in the original posting.