Head of WordPress Engineering (Live Chat) [Remote CST/EST only]

No sponsorship available. No third-party/C2C candidates.

Head of WordPress Engineering (Customer Support)

[Remote CST/EST only]

What?s In It For You
? Lead and scale a high-performing WordPress support team.
? Work remotely with a dynamic, customer-focused company.
? Competitive salary and benefits.
? Opportunity to directly impact customer experience and company growth.

Company Description

A rapidly growing managed WordPress hosting provider is seeking a Head of WordPress Engineering (Customer Support) to lead and optimize its support operations. This company delivers best-in-class speed, security, and simplicity to website owners, agencies, and enterprises, with a strong reputation built entirely on word-of-mouth and customer satisfaction. *This is an exclusive, off-market opportunity. Our client searches are confidential.* Apply now to learn more about this unique new position!

What You Get To Do
? Lead, mentor, and scale the WordPress support team while maintaining high service standards.
? Develop strategies to enhance efficiency, customer satisfaction, and support quality.
? Collaborate with product, sales, and engineering teams to drive service improvements.
? Establish and refine support processes, automation tools, and knowledge bases.
? Monitor support metrics, analyze trends, and implement data-driven improvements.
? Serve as a technical escalation point, ensuring clear communication with customers.
? Stay up to date on industry trends to continuously evolve support operations.

What You Need To Succeed
? 5+ years of experience leading customer support teams in SaaS, hosting, or WordPress-related industries.
? Strong understanding of WordPress, Linux hosting environments, and related technologies.
? Excellent communication skills with the ability to explain technical concepts to non-technical users.
? Proven ability to develop and grow high-performing support teams.
? Experience with support platforms such as Zendesk, Intercom, or similar tools.
? Data-driven mindset with experience tracking and improving support KPIs.
? Ability to work cross-functionally with product, engineering, and sales teams.
? Passion for customer experience and a strong problem-solving mentality.

Nice To Have
? Experience with managed WordPress hosting providers.
? Familiarity with plugins, security, and performance optimizations for WordPress.
? Experience scaling a 24/7/365 global support team.

Want to find out more about this job opportunity? Apply now!

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