{"id":87974,"date":"2026-03-22T14:03:03","date_gmt":"2026-03-22T10:03:03","guid":{"rendered":"https:\/\/herecareers.com\/job\/onthegosystems-head-of-support\/"},"modified":"2026-03-22T14:03:04","modified_gmt":"2026-03-22T10:03:04","slug":"onthegosystems-head-of-support","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/onthegosystems-head-of-support\/","title":{"rendered":"OnTheGoSystems: Head of Support"},"content":{"rendered":"<p>Remote Jobs<\/p>\n<p>Region: Anywhere in the World<\/p>\n<p>State: Nevada<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/we-work-remotely.imgix.net\/logos\/0171\/2344\/logo.gif?ixlib=rails-4.0.0&#038;w=50&#038;h=50&#038;dpr=2&#038;fit=fill&#038;auto=compress\" \/><\/p>\n<p>\n  <strong>Headquarters:<\/strong> Remote<br \/>\n    <br \/><strong>URL:<\/strong> <a href=\"http:\/\/onthegosystems.com\" rel=\"nofollow noopener\" target=\"_blank\">http:\/\/onthegosystems.com<\/a>\n<\/p>\n<p>OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over&nbsp;<strong>250,000&nbsp;<\/strong>customers globally.<\/p>\n<p>We\u2019re looking for a&nbsp;<strong>Head of Support<\/strong> to own and continuously improve the entire support experience across our products.<\/p>\n<p>This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines&nbsp;<strong>AI-powered, human, and developer-led VIP support<\/strong>, ensuring that every client interaction reflects the quality of our products.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>What You\u2019ll Do<\/strong><\/p>\n<ul>\n<li>Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support.<\/li>\n<li>Own the support strategy, performance metrics, and operational standards for the entire support organization.<\/li>\n<li>Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points.<\/li>\n<li>Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand.<\/li>\n<li>Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support.<\/li>\n<li>Act as the final escalation point for complex or sensitive client situations.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Indicators You\u2019re a Good Fit<\/strong><\/p>\n<ul>\n<li>You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed.<\/li>\n<li>You are skilled in modern AI technologies and know how to apply them to real support workflows.<\/li>\n<li>You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards.<\/li>\n<li>You\u2019ve worked directly with clients and can handle complex or sensitive situations calmly and professionally.<\/li>\n<li>You\u2019ve built or delivered products, understanding engineering trade-offs and practical constraints.<\/li>\n<li>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.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>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\u2019d love to hear from you.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Apply today to join OnTheGoSystems!<\/strong><\/p>\n<p><strong>To apply:<\/strong> <a href=\"https:\/\/weworkremotely.com\/remote-jobs\/onthegosystems-head-of-support\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/weworkremotely.com\/remote-jobs\/onthegosystems-head-of-support<\/a><\/p>\n<p>PHP, WordPress, and Customer Support<\/p>\n<p>&nbsp;<\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[1174],"job_listing_category":[1265],"job_listing_location":[1632],"job_listing_tag":[],"class_list":["post-87974","job_listing","type-job_listing","status-publish","hentry","job_listing_type-remote","job_listing_category-customer-support","job_listing_location-nevada"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1265":"Customer 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