OnTheGoSystems: Head of Support

Headquarters: Remote URL: http://onthegosystems.com OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over  250,000  customers globally. We’re looking for a  Head of Support to own and continuously improve the entire support experience across our products. This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines  AI-powered, human, and developer-led VIP support , ensuring that every client interaction reflects the quality of our products.   What You’ll Do • Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support. • Own the support strategy, performance metrics, and operational standards for the entire support organization. • Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points. • Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand. • Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support. • Act as the final escalation point for complex or sensitive client situations.   Indicators You’re a Good Fit • You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed. • You are skilled in modern AI technologies and know how to apply them to real support workflows. • You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards. • You’ve worked directly with clients and can handle complex or sensitive situations calmly and professionally. • You’ve built or delivered products, understanding engineering trade-offs and practical constraints. • You have a data-driven mindset, using metrics such as resolution time, automation rate, and customer satisfaction to identify root causes and drive continuous improvement.   If you want to play a key role in shaping support for hundreds of thousands of users and contribute to a modern system where people and AI work together, we’d love to hear from you.   Apply today to join OnTheGoSystems! To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-support