We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day. As a Director of Technical Support, you will play a pivotal role in ensuring our customers receive world-class service and support. We are seeking a customer-focused leader who understands the importance of building strong relationships, driving results, and promoting the well-being of our valued customers.Do you find solving problems irresistible, enjoy working collaboratively in a fast pace environment and have a passion for delivering an elite customer experience? Delivering an exceptional customer experience is at the heart of our business. This is a role where you have an opportunity to transform a global service!WHAT IS COOL ABOUT THIS JOBOur customers choose WP Engine for two reasons:1) the quality of our products and2) our exceptional customer support team. In this role you will be responsible for leading and driving the European customer support team providing this award-winning service to our customers. In this role, you will be responsible for the personal and professional development of a diverse team of 60 technically skilled managers and individual contributors (and growing!) across EMEA with team members located primarily in Ireland and the UK. You will manage the performance metrics required of these teams, and work closely with the US Technical Support Team to ensure alignment across all teams. We love investing in employee success and uncovering opportunities for you, the best, to get better. 99% of employees believe you’re made to feel welcome at WP Engine. Be you. Be here.We are seeking a customer-centric leader who can develop and execute customer-focused strategies, make courageous decisions, and lead change initiatives while ensuring alignment. You should authentically connect with your team to enhance the customer experience, foster a culture of respect and collaboration, and empower team members for career growth. Additionally, promoting well-being among your team is crucial, including advocating for work-life balance and a safe work environment. You'll also be responsible for cultivating a high-performance mindset centered on customer satisfaction, managing team performance, and driving operational excellence by streamlining processes and fostering cross-functional collaboration. Key Responsibilities:Customer-Centric Leadership:Lead the Technical Support EMEA team in delivering exceptional service and support.Foster strong, long-term relationships with customersBusiness Acumen & Results:Utilize a deep understanding of WP Engine's business and market to drive customer-focused decisions.Set and achieve ambitious Customer Satisfaction (CSAT), Net Promoter Scores (NPS), and goals for the team, promoting performance excellence and scale.Effective Communication:Develop customer-centric communication strategies, ensuring clear and credible messaging.Demonstrate successful change management supporting platform and customer-impacting changes internally for technical support teams.Facilitate open dialogue and shared understanding among diverse audiences.Stakeholder Impact & Problem Solving:Balance the needs of internal and external stakeholders while excelling in influencing them.Be the go-to expert in analyzing and solving complex problems with a customer-focused approach.THE DAY TO DAYLeading a technically skilled team of support managers to deliver a world-class support experience.Ensuring speed, quality, and customer happiness.Ability to multitask and prioritize tasks in order to maintain required efficiency levels.Working interdepartmentally with other Support Leaders and internal stakeholders in our product, engineering, sales and marketing teams to identify and solve on-going customer issues and manage the impact of product changes for the Support teamGuide support managers on capacity planning, maintaining appropriate staffing levels, and handling escalated customer issues on a global scale.Work closely with our business operations team to make sure all relevant data being provided is up to date-and accurate.Partner with our recruiting team to identify and hire the best talent throughout the talent acquisition process.Collaborate with senior leadership to set direction and facilitate team meetings. YOUR EXPERTISE AND PASSION6-8 years of related experience and experience leading or managing technical support teams.You naturally put the needs of your team ahead of those of your own.You love talking with customers to hear about their experiences and seek to understand how we can improve and over-deliver on their expectations.You have a deep understanding of Hosting and various SAAS technologies.You have an operational and tactical view of the business and can provide strategic leadership and direction.Effective troubleshooting, analytical skills, and the ability to manage complex and technical projects.You have a drive to get things done, an initiative to think about the next project, and a passion for service.Exhibit excellent attention to detail and interpersonal, written, and verbal communication skills.Experienced in the personal development and career progression of a team and individual team members. Including goal setting, tracking, feedback and appraisals.Experience with various Support Communication Systems, such as; Zendesk, as well as large scale Phone and Live-Chat systems.Proven experience in the definition, measurement, reporting, and leverage of Key Performance Indicators, to ensure our service exceeds customer expectations.Experience in leading remote resources and working in a globally distributed team.The Perks and Benefits:Company Stock Options (Every employee is an owner in the company)Health Benefits (100% Paid Employee Medical, Dental, and Vision)Pension Scheme with a matchLife Insurance and Income Protection (100% Paid)Supplemental Maternity & Paternity Pay and Caregiver’s LeaveEmployee Assistance ProgramGenerous Vacation Time (Who doesn’t like time off)One-time €495 Home Office StipendMonthly wellness allowance via ThrivePassCompany Wellness Days #LI-DO1#LI-RemoteAt WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.
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