As a rapidly growing organization, we’re looking for a Senior Lead to help our VIP Support team deliver a world-class experience to our enterprise customers. VIP Support’s Senior Leads contribute to the overall customer support strategy, team development, and execution of a high-quality, 24/7 support service. This role focuses on delivering an exceptional customer experience while executing against business goals, including customer satisfaction and retention. Senior Leads work closely with cross-functional teams to provide insights and feedback that help shape the overall customer experience.

Responsibilities

Contribute to the design, development, and implementation of innovative, enterprise-level support offerings that differentiate WordPress VIP from competitors.
Help evaluate existing processes and identify solutions from Product and Support to drive 20% efficiency gains through tooling and AI.
Guide the existing team through redefining support products and scope and collaborate closely with internal stakeholders throughout the process.
Guide the team to strong performance via behavior-based coaching.
Surface data-informed insights that help shape both the customer and employee experience.
Partner closely with all Customer Success teams to help drive outcomes, feedback loops, and customer centricity.
Model and demonstrate customer centricity, including customer calls, on-site events, and other interventions.

Requirements

5+ years of experience in technical or customer support leadership roles, preferably at a SaaS or enterprise software company.
Proven success in managing high-performing support leaders and teams.
Experience in every aspect of performance management within a team and working closely with individual team members, leads, and partners in HR.
Strong ability to develop strategies and lead cross-functional initiatives to improve customer experiences.
Excellent communication and leadership skills, focusing on team development and customer success.

Compensation and Benefits

Salary range: $100,000 - $150,000 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.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.

Senior Lead, VIP Support

Anywhere in the world

Remote

Senior ++

Automattic