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Head of WordPress Engineering (Live Chat) [Remote CST/EST only]
Technology Navigators • , US • Remote
Posted on: 12th February, 2025
Employment Type: FULLTIME
Job Description
No sponsorship available. No third-party/C2C candidates.
Head of WordPress Engineering (Customer Support)
[Remote CST/EST only]
What’s 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!
#IND1
Head of WordPress Engineering (Customer Support)
[Remote CST/EST only]
What’s 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!
#IND1
Responsibilities
- 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
Requirements
- 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
Technology Navigators
Technology
Job Type
FULLTIME
Benefits
- 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
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