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Senior Lead, VIP Support

unlimited holidays - extra parental leave - work from home

Remote:

Full Remote

Salary:

100 - 150K yearly

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

5+ years in technical/customer support leadership roles, Experience in SaaS or enterprise software company, Proficient in performance management and team leadership, Strong strategic development and cross-functional initiative skills.

Key responsabilities:

Design and implement enterprise-level support offerings
Evaluate processes for efficiency improvements with AI tools
Mentor team and redefine support strategies
Collaborate with Customer Success teams to drive outcomes

Automattic Internet Large https://automattic.com

1001 - 5000 Employees

See all jobs

Job description

WordPress VIP is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

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.

About Automattic

We are the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission: We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

We believe in Open Source, and the vast majority of our work is available under the GPL.

Diversity, Equity, & Inclusion at Automattic

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices.

Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.

If you need disability-related accommodations during the application or interview process, please email us. We are committed to ensuring an accessible hiring process for all candidates.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.