OnTheGoSystems: Head of Support

Salary: Not specified

Location: Remote

If you are looking for a leadership role that combines technical expertise, customer support, and product development, then this opportunity may be perfect for you. OnTheGoSystems, a profitable $12M fully remote company, is seeking a Head of Support to drive the support experience for their popular WordPress plugin, WPML. With over 250,000 customers globally, this is an exciting opportunity to join a dynamic and forward-thinking company that values innovation, collaboration, and customer satisfaction.

About OnTheGoSystems

OnTheGoSystems is a rapidly growing company behind WPML, one of the top WordPress plugins in the world. With a mission to provide the best multilingual solutions for WordPress, OnTheGoSystems has established a strong presence in the industry and has a loyal customer base. The company has a positive and inclusive culture, fosters a remote work environment, and encourages employees to think creatively and take ownership of their work. As the Head of Support, you will play a crucial role in shaping the support experience for thousands of users and will have the opportunity to collaborate with a talented and diverse team.

Key Responsibilities

• Lead a global support organization that includes human, AI-powered, and developer-led VIP support
• Develop and implement support strategies, performance metrics, and operational standards
• Continuously improve support quality through data analysis and identifying key customer pain points
• Collaborate with development teams to turn support issues into product improvements
• Work with the AI team to expand automation and strengthen the knowledge base
• Act as final escalation point for complex or sensitive client situations

Job Specifications

• Essential: Experience in PHP, JavaScript, CSS, and HTML
• Essential: Knowledge of modern AI technologies and their application in support workflows
• Essential: Experience leading and scaling support or customer-facing teams
• Essential: Ability to handle complex or sensitive client situations with professionalism
• Desirable: Experience in product delivery or development
• Desirable: Data-driven mindset and experience using metrics to drive improvements

Perks and Benefits

• Remote work environment
• Opportunity to work with cutting-edge technologies
• Competitive salary and benefits package

Apply today to join OnTheGoSystems and make an impact on the support experience for thousands of users!

To find out more or apply for this role, please use the following link: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-support.