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Head of Support

European, the Middle East or African working hours
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OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the most popular WordPress plugins in the world, serving over 250,000 customers globally. 

We’re looking for a Head of Support to own and continuously improve the entire support experience across our products.

This role sits at the intersection of product, engineering, and customer success. You will drive a modern support operation that combines AI-powered, human, and developer-led VIP support, ensuring that every client interaction reflects the quality of our products.

What You’ll Do

  • Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support.
  • Own the support strategy, performance metrics, and operational standards for the entire support organization.
  • Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points.
  • Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand.
  • Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support.
  • Act as the final escalation point for complex or sensitive client situations.

Indicators You’re a Good Fit

  • You have experience in PHP, JavaScript, CSS, and HTML, allowing you to follow technical discussions and step into complex escalations when needed.
  • You are skilled in modern AI technologies and know how to apply them to real support workflows.
  • You have experience leading and scaling support or customer-facing teams while maintaining high-quality standards.
  • You’ve worked directly with clients and can handle complex or sensitive situations calmly and professionally.
  • You’ve built or delivered products, understanding engineering trade-offs and practical constraints.
  • 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.

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’d love to hear from you.

Apply today to join OnTheGoSystems!

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Our Hiring Process

We run a clear and structured hiring process designed to be fair, transparent, and respectful of your time. Each step helps both you and us understand whether working together makes sense.

You’ll have 2–3 interviews, each lasting 60–90 minutes. You’ll speak with our recruiters, the team leader, and members of the team you’re interviewing for.

After successful interviews, we may invite you to a 14-day paid test, focused on real tasks, followed by signing an Independent Contractor agreement and a 3-month trial period if things go well. 

1. HR Interview

The first step is a call with our Recruiter.

We talk about your background, experience, and what you are looking for next. We also explain how we work at OnTheGoSystems and what the role involves. You will have time to ask questions.

2. Technical Interviews

If we continue, you will be invited to 1–2 technical interviews, each lasting 60–90 minutes.

You will speak with developers and team leaders from the team you may join. The focus is on real experience, problem-solving, and how you approach your work.

3. 14-Day Test and Trial

After successful technical interviews, we proceed with a 14-day paid test. You work on real tasks with your team leader and mentor to see if we are a good match. 


If this goes well, the next step is to sign an Independent Contractor agreement and proceed to a 3-month trial period. This allows both sides to see how working together feels in a real setup.

Our goal is that by the end of the process, you feel informed, respected, and excited to build meaningful work with us.

What OnTheGoSystems offers

Work from Anywhere

Grow your career

Great teammates

Work-Life balance

A stable company

About Us

OnTheGoSystems is a fully remote company with over:

  • 100 team members
  • 250,000 clients
  • 1,000,000 sites running our software

Our Work Values

Discover the leadership principles that drive our decisions, culture, and success.