[Hiring] Director of Support @Automattic Careers

Role Description

We are hiring a Director of Global Support to lead our 24/7 enterprise Support organization. You will run the team day-to-day, partner with the Customer Experience (CX) Senior Leadership Team on strategic direction, and continue building one of the most advanced AI-augmented Support organizations in enterprise SaaS. The role reports to the VP of Customer Experience as part of their Senior Leadership Team.

You will inherit a mature, high-performing operation with strong systems, established performance management, and meaningful efficiency gains already realized through tooling and AI. Your job is to take that foundation and run with it:

• Keep raising the bar on quality.
• Continue evolving how AI augments human Support.
• Grow the bench of leads who will run the team after you.

Responsibilities

• Lead a 40+ person global Support and Engineering team operating 24/7, with full responsibility for hiring, performance management, and team culture.
• Lead the continued build-out of an AI-augmented Support model, progressing on the efficiency gains and customer experience improvements that the team has already realized.
• Help set the strategic vision for Support and CX as part of the Senior Leadership Team, and translate it into an operating plan the team can execute.
• Coach and develop the bench of Support leads into senior leaders.
• Help shape and differentiate VIP’s enterprise Support offering in partnership with Product, Sales, and the rest of CX.
• Continue building best-in-class reporting on Support outcomes, customer experience, and team performance, bringing rigor to the data foundations behind it.
• Partner closely with the rest of CX, Product, Sales, and Marketing on customer outcomes, feedback loops, and customer-centric decision-making.
• Engage credibly with senior internal and external stakeholders, including customer executives.
• Model customer centricity directly: on customer calls, on-site, and in escalations.

Qualifications

• 10+ years of leadership experience in Support or customer-facing organizations. Direct experience leading a Support organization is required.
• 5+ years supporting SaaS or PaaS products for large enterprise customers.
• Experience leading a mature Support organization of 50+ team members.
• Experience aligning Support to broader goals around retention.
• A commercial mindset: comfortable thinking and talking about ARR, retention, and the financial side of Support.
• Demonstrated fluency with AI-augmented Support models.
• Demonstrated ability to engage with executive stakeholders, both internal and external.
• Proven track record of performance management within a team, working closely with individual team members, leads, and HR partners.

Compensation and Benefits

• Salary range: $100,000 - $165,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.
• We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic.
• Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.
• We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components.
• This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy.