Head of Support
Role Overview
This is a senior-level Head of Support role leading a global support organization that includes human, AI-powered, and developer-led VIP support teams. Day-to-day responsibilities involve owning the support strategy, improving quality through data analysis, collaborating with development and AI teams to reduce support demand, and acting as an escalation point for complex client issues. The hire will significantly impact customer experience by driving a modern support operation that integrates AI and human efforts to enhance product quality and client satisfaction.
Perks & Benefits
The job is fully remote with a worldwide location, offering flexibility in work setup and likely accommodating various time zones. It provides career growth opportunities in a profitable, established company with a focus on modern AI technologies and cross-functional collaboration. The culture emphasizes data-driven improvement, technical involvement, and a key role in shaping support for hundreds of thousands of users, fostering professional development in a remote tech environment.
Full Job Description
Headquarters: Remote URL: http://onthegosystems.com
OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over 250,000 customers globally. We re looking for a Head of Support to own and continuously improve the entire support experience across our products. This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines AI-powered, human, and developer-led VIP support, ensuring that every client interaction reflects the quality of our products.
What You ll Do
Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support. Own the support strategy, performance metrics, and operational standards for the entire support organization. Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points. Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand. Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support. Act as the final escalation point for complex or sensitive client situations.
Indicators You re a Good Fit
You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed. You are skilled in modern AI technologies and know how to apply them to real support workflows. You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards. You ve worked directly with clients and can handle complex or sensitive situations calmly and professionally. You ve built or delivered products, understanding engineering trade-offs and practical constraints. You have a data-driven mindset, using metrics such as resolution time, automation rate, and customer satisfaction to identify root causes and drive continuous improvement.
If you want to play a key role in shaping support for hundreds of thousands of users and contribute to a modern system where people and AI work together, we d love to hear from you.
Apply today to join OnTheGoSystems!
To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-support
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