Senior Lead, VIP Support

Summary

Join WordPress VIP, a leading enterprise content management platform, as a Senior Lead on our VIP Support team. You will contribute to our customer support strategy, team development, and the delivery of a high-quality, 24/7 support service. This role focuses on exceptional customer experience and achieving business goals, including customer satisfaction and retention. You will collaborate with cross-functional teams, providing insights to shape the overall customer experience. The position requires 5+ years of experience in technical or customer support leadership roles, preferably in SaaS or enterprise software. We offer a competitive salary and a fully remote work environment with an open vacation policy.

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

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

Benefits

• Salary range: $100,000 - $150,000 USD
• Fully-remote company with an open vacation policy