CUSTOMER SUPPORT MANAGER, WORK FROM HOME

Are you an experienced support leader who inspires others, thinks creatively and strategically, prioritizes people and customers? Do you have a knack for turning vision and strategy into actionable results? During the expansion stage of the business life cycle, have you steered additional support groups to the next level of excellence? Are you pragmatist with a firm commitment to strategy, execution, and outcomes? We are confident that this role will seem really exciting to you if you said "yes" to any of these questions. As the customer support manager, you will oversee our support engineers as they provide our clients with a great customer experience, reduce their effort, and enable them to swiftly and simply enjoy the benefits of our products. You will join our Development team, which is spread across multiple countries and continent. To facilitate this international teamwork, we would prefer you to live in a time zone between UTC+2 to UTC-7. We are so curious to know which new country will be added to our distributed team map! 🌍

You will simplify and optimize support operations to effectively, efficiently, and fiscally deliver and scale without significantly increasing headcount

We currently have a culturally-diverse remote team of 16 friendly and talented support engineers located around the globe. The company continues to grow and we’ll need to scale our support to match, while maintaining our close-knit company culture and attention to customers.

WP Media is the French company behind successful WordPress plugins like WP Rocket and Imagify. WP Rocket is the premium caching plugin for WordPress used by +2,600,000 websites and +250,000 customers worldwide. Our plugin makes sites go at the speed of light in just a few clicks. Imagify is our free image optimization service, including a free WordPress plugin: we have already optimized more than 7,000,000,000 images! 😲

Here is a list describing the focal areas you'll be responsible for in this role:

Here is a short list of the key attributes you'll need to excel in this role:

Unshakeable focus on execution, results, and strategy.

You possess an unshakeable focus on execution, results, and strategy. Your eyes are focused on the vision of where we are going while your feet are firmly planted in daily to ensure your people are on course and moving towards that vision and the results we must achieve.

You are data-driven and masterful at developing the right set of metrics. You know that the right set of metrics is your compass that are a compass, helping everyone to know if we are on track.

Operations and performance maximizer.

Through the years, you've refined your operational approach to maximize performance and excellence. You get the right things done and deliver the right results. You have an eye for identifying and removing friction from the support process (e.g. developing and implementing internal service tooling to automate processes).

Champion continuous learning and improvement.

You advocate and champion continuous learning and improvement. You see mistakes, bad ratings, and missteps as opportunities to learn, improve, and grow. You encourage everyone around you to embrace these principles as part of your strategy to achieve results and better serve our customers.

Being yourself

The WP Media team is diverse and composed of people from all over the world. Respect, collaboration, and inclusivity are some of our core values (more on this below). Every day of work is an exciting opportunity to get in touch with fantastic people who will enrich your cultural and professional background.

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