Director of Support Operations

  • Contract: Full-time

Job Description

We’re looking for an experienced leader to direct the 24/7/360+ operations of our Happiness organization. You’ll work directly with Automattic’s head of support to shepherd our rapidly growing global support team of over 250 Happiness Engineers.

Our support teams help customers across WordPress.com, Jetpack, and WooCommerce over live chat, email, and screen-sharing sessions. You’ll be responsible for helping this 24/7 operation run smoothly and effectively. Most of all you’ll ensure that we’re providing a consistent, responsive, and high-quality support experience for all of our customers.

Skill Requirements

  • Leading a large (300+ person) support organization delivering global coverage.
  • Forecasting future support load and planning ahead to keep service levels consistent.
  • Scheduling and maintaining 24/7 coverage across multiple products.
  • Working across product, marketing, and finance teams to understand how support can best serve the business.
  • Defining and reporting upon key metrics that evaluate support’s effectiveness and performance.
  • Developing training and quality assurance flows that provide for a high-quality support experience.

Proficiency with WordPress is nice to have, though not required. Bonus points if you have experience working on a distributed team.

As a part of our globally distributed team, you can live anywhere in the world. Effectiveness in this role will mean occasionally shifting hours across weekends and odd hours to best coordinate with our global team.

About the Company

We are the people behind WordPress.com, WooCommerce, Jetpack, Simplenote, Longreads, VaultPress, Akismet, Gravatar, Polldaddy, Cloudup, and more. We believe in making the web a better place.

We’re a distributed company with 755 Automatticians in 67 countries speaking 81 different languages. Our common goal is to democratize publishing so that anyone with a story can tell it, regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source and the vast majority of our work is available under the GPL.

We strive to live by the Automattic Creed.

Come work with us.

How to apply

Apply for this job online using the link below.

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