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OnTheGoSystems Logo OnTheGoSystems · IT - Administration

Head of Support

· Job Posted March 21, 2026
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Job Description

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.

Job Responsibility

  • 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

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
  • Experience working directly with clients and can handle complex or sensitive situations calmly and professionally
  • Experience building or delivering products, understanding engineering trade-offs and practical constraints
  • Data-driven mindset, using metrics such as resolution time, automation rate, and customer satisfaction to identify root causes and drive continuous improvement

What we offer

  • Work from Anywhere
  • Grow your career
  • Great teammates
  • Work-Life balance
  • A stable company
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