Head of Support

<p>OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over&nbsp;<strong>250,000&nbsp;</strong>customers globally.</p><p>We&rsquo;re looking for a&nbsp;<strong>Head of Support</strong> to own and continuously improve the entire support experience across our products.</p><p>This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines&nbsp;<strong>AI-powered, human, and developer-led VIP support</strong>, ensuring that every client interaction reflects the quality of our products.</p><p>&nbsp;</p><p><strong>What You&rsquo;ll Do</strong></p><ul><li>Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support.</li><li>Own the support strategy, performance metrics, and operational standards for the entire support organization.</li><li>Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points.</li><li>Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand.</li><li>Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support.</li><li>Act as the final escalation point for complex or sensitive client situations.</li></ul><p>&nbsp;</p><p><strong>Indicators You&rsquo;re a Good Fit</strong></p><ul><li>You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed.</li><li>You are skilled in modern AI technologies and know how to apply them to real support workflows.</li><li>You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards.</li><li>You&rsquo;ve worked directly with clients and can handle complex or sensitive situations calmly and professionally.</li><li>You&rsquo;ve built or delivered products, understanding engineering trade-offs and practical constraints.</li><li>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.</li></ul><p>&nbsp;</p><p>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&rsquo;d love to hear from you.</p><p>&nbsp;</p><p><strong>Apply today to join OnTheGoSystems!</strong></p>