Director of Support. WordPress VIP

WordPress VIP is the world’s leading enterprise content management platform. We help the world’s largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress. 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, and 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