Director Of Support (SaaS)

TL;DR

Director of Support (SaaS): Leading a global 24/7 enterprise support organization with an accent on AI-augmented workflows and operational excellence. Focus on scaling support strategies, developing leadership talent, and driving customer retention through data-driven decision-making.

Location: Remote (Global)

Salary: $100,000 – $165,000 USD

Company

hirify.global is a distributed company behind WordPress.com, WooCommerce, and other tools, dedicated to democratizing publishing and commerce for a global audience.

What you will do

• Lead a 40+ person global support and engineering team operating 24/7.
• Drive the continued build-out of an AI-augmented support model to improve efficiency and customer experience.
• Set strategic vision for support and CX as part of the Senior Leadership Team.
• Coach and develop support leads into senior leaders.
• Partner with Product, Sales, and Marketing to shape enterprise support offerings.
• Build best-in-class reporting on support outcomes and customer performance.

Requirements

• 10+ years of leadership experience in support or customer-facing organizations.
• 5+ years supporting SaaS or PaaS products for large enterprise customers.
• Experience leading a mature support organization of 50+ team members.
• Demonstrated fluency with AI-augmented support models and agent workflows.
• Commercial mindset with experience aligning support to retention and ARR goals.
• Proven ability to engage with executive stakeholders internally and externally.

Culture & Benefits

• Fully remote company with a distributed team of 1500+ people.
• Open vacation policy.
• Competitive base salary with financial clarity.
• Commitment to open source and accessibility.
• Access to comprehensive benefits tailored by country.