Director of Global Support at Automattic

About Automattic & WordPress VIP

Automattic is the company behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. Now in our 20th year, we are a distributed company with over 1500 Automatticians across nearly every corner of the globe, speaking over a hundred different languages. We are united by a singular mission: to democratize publishing, commerce, and messaging, enabling anyone with a story to tell it, anyone with a product to sell it, and everyone to manage their communications from a single source. We believe in open source, with the vast majority of our work available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed.

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. We are hiring a Director of Global Support to lead our 24/7 enterprise Support organization. This role reports to the VP of Customer Experience as part of their Senior Leadership Team. You will inherit a mature, high-performing operation with strong systems, established performance management, and significant efficiency gains already realized through tooling and AI. Your job is to take that foundation and run with it: continuously raising the bar on quality, evolving how AI augments human Support, and developing the next generation of leads who will manage the team after you.

Responsibilities

• Lead a 40+ person global Support and Engineering team operating 24/7, with full responsibility for hiring, performance management, and fostering team culture.
• Lead the continued build-out of an AI-augmented Support model, advancing the efficiency gains and customer experience improvements already realized by the team.
• Help set the strategic vision for Support and Customer Experience (CX) as part of the Senior Leadership Team, and translate it into an actionable operating plan for the team.
• Coach and develop Support leads into senior leaders.
• Help shape and differentiate VIP’s enterprise Support offering in partnership with Product, Sales, and the rest of CX.
• Continuously build 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 Software as a Service (SaaS) or Platform as a Service (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 Annual Recurring Revenue (ARR), retention, and the financial aspects of Support.
• Demonstrated fluency with AI-augmented Support models: understanding how AI changes agent workflows, deflection and escalation patterns, improving the customer experience, and how Support teams serve their customers. You've either operated in this environment or have experience building towards 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 provide a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, exceed the stated range. We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page.

How We Hire and What We Expect

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Disability Accommodations

If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse.

Privacy Policy

To learn about how we handle your data, please review our Privacy Policy. 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. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.