Head of Support

Headquarters: Remote URL: http://onthegosystems.com

OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over 250,000 customers globally.

We’re looking for a Head of Support to own and continuously improve the entire support experience across our products.

This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines AI-powered, human, and developer-led VIP support , ensuring that every client interaction reflects the quality of our products.

What You’ll Do

• 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.
• Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand.
• Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support.
• Act as the final escalation point for complex or sensitive client situations.

Indicators You’re a Good Fit

• You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed.
• You are skilled in modern AI technologies and know how to apply them to real support workflows.
• You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards.
• You’ve worked directly with clients and can handle complex or sensitive situations calmly and professionally.
• You’ve built or delivered products, understanding engineering trade-offs and practical constraints.
• 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.

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’d love to hear from you.

Apply today to join OnTheGoSystems!

To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-support