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]
Whats 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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