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Head of Support at OnTheGoSystems. Location Information: Anywhere in the World. . . 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.