Director of Support. WordPress VIP

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 the efficiency gains and customer experience improvements that the team has already realized.
• Help set the strategic vision for Support and CX as part of the Senior Leadership Team, and translate it into an operating plan the team can execute.
• Coach and develop the bench of Support leads into senior leaders.
• Help shape and differentiate VIP’s enterprise Support offering in partnership with Product, Sales, and the rest of CX.
• Continue building best-in-class reporting on Support outcomes, customer experience, and team performance, bringing rigor to the data foundations behind it.
• Partner closely with the rest of 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: on customer calls, on-site, and in escalations.

Experience

• 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.
• Experience aligning Support to broader goals around retention. A commercial mindset: comfortable thinking and talking about ARR, retention, and the financial side of Support.
• Demonstrated fluency with AI-augmented Support models: how AI changes agent workflows, deflection and escalation patterns, improving the customer experience and the way Support teams serve their customers. You’ve either operated in this environment or have experience building toward it.
• 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.

Compensation and Benefits

Salary range: $100,000 - $165,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.

We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components.