Full-Time Senior Lead, VIP Support

WordPress VIP is the world’s leading enterprise content management platform. We help the world’s largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

As a rapidly growing organization, we’re looking for a Senior Lead to help our VIP Support team deliver a world-class experience to our enterprise customers.

VIP Support’s Senior Leads contribute to the overall customer support strategy, team development, and execution of a high-quality, 24/7 support service. This role focuses on delivering an exceptional customer experience while executing against business goals, including customer satisfaction and retention.

Senior Leads work closely with cross-functional teams to provide insights and feedback that help shape the overall customer experience.

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.

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.

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