Director of Global Support

About WordPress VIP

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.

About the Role

We are hiring a Director of Global Support to lead our 24/7 enterprise Support organization. You will manage the team's day-to-day operations, collaborate with the Customer Experience (CX) Senior Leadership Team on strategic direction, and continue advancing one of the most sophisticated AI-augmented Support organizations in enterprise SaaS. The role reports to the VP of Customer Experience and is part of their Senior Leadership Team. You will join a mature, high-performing operation with robust systems and established performance management, which has already achieved significant efficiency gains through tooling and AI. Your mandate is to build upon this foundation by enhancing quality, evolving AI's role in human Support, and developing a strong pipeline of future leads.

Responsibilities

• Lead a global Support and Engineering team of over 40 individuals operating 24/7, with full accountability for hiring, performance management, and team culture.
• Spearhead the continued development of an AI-augmented Support model, building upon existing efficiency gains and customer experience improvements.
• Contribute to defining the strategic vision for Support and CX as part of the Senior Leadership Team and translate it into an executable operating plan.
• Coach and develop Support leads into senior leadership roles.
• Collaborate with Product, Sales, and the broader CX team to shape and differentiate VIP’s enterprise Support offering.
• Enhance best-in-class reporting on Support outcomes, customer experience, and team performance, ensuring data rigor.
• 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 through participation in customer calls, on-site visits, and escalation management.

Experience

• 10+ years of leadership experience in Support or other 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 functions with broader business goals, particularly retention, demonstrating a commercial mindset (comfortable discussing ARR, retention, and financial aspects of Support).
• Demonstrated fluency with AI-augmented Support models, understanding how AI impacts agent workflows, deflection/escalation patterns, and customer experience. Prior experience operating in or building towards such an environment is essential.
• 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 (global range, paid in local currency).
• Pay will reflect potential contribution and impact, potentially exceeding the stated range.
• Straightforward, competitive base salary with no complex variable components.
• Fully-remote company with an open vacation policy.
• Comprehensive benefits package (details available on the Benefits Page).

About Automattic

Now in our 20th year, Automattic is the company behind WordPress.com, WooCommerce, Beeper, Tumblr, and more. We are dedicated to making the web a better place.

We are a distributed company with over 1500 Automatticians globally, united by a mission to democratize publishing, commerce, and messaging. We champion Open Source, with most of our work available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. We are committed to an accessible hiring process and support Employee Resource Groups.