Senior Lead, VIP Support

Overview

Job Description

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

Required Skills

• - 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

Benefits

• - Fully-remote company
• - Open vacation policy
• - Compensation philosophy that reflects potential contribution and impact