Head of Support

OnTheGoSystemsOnTheGoSystems·Remote(Anywhere in the World)·Work From Anywhere
Support

WFA Digital Insight

As demand for digital skills grows, OnTheGoSystems' Head of Support role stands out with its intersection of product, engineering, and customer success. With a profitable

2M fully remote company behind one of the most popular WordPress plugins, candidates should be prepared to showcase their experience in PHP, JavaScript, and AI technologies to drive a modern support operation.

Job Description

About the Role

OnTheGoSystems is a profitable
2M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over 250,000 customers globally. We are looking for a Head of Support to own and continuously improve the entire support experience across our products.

Responsibilities

  • 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.

Requirements

  • Experience in PHP, JavaScript, CSS, and HTML.
  • Skilled in modern AI technologies and know how to apply them to real support workflows.
  • Experience leading and scaling support or customer-facing teams while maintaining high-quality standards.

How to Stand Out

  • Showcase your experience with AI-powered support systems and how you've applied them in previous roles.
  • Be prepared to discuss your experience with PHP, JavaScript, CSS, and HTML, and how you can step into complex escalations.
  • Highlight your ability to work with cross-functional teams, including development and AI teams, to drive support improvements.
  • Prepare examples of how you've measured and improved customer satisfaction in previous support roles.
  • Research OnTheGoSystems' products, such as WPML, to understand the company's focus and how you can contribute to its success.

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