OnTheGoSystems is hiring a Head of Support to lead and scale its global support operations. This is a fully remote leadership role supporting products used by over 250,000 customers worldwide.
Role Overview:
You will own the end-to-end support experience, combining human support, AI systems, and developer-led VIP support to deliver high-quality customer interactions.
Key Responsibilities:
- Lead and manage the global support team and systems.
- Define support strategy, KPIs, and operational standards.
- Improve support quality using data, customer feedback, and insights.
- Collaborate with engineering to turn recurring issues into product improvements.
- Expand AI-powered support and knowledge base systems.
-
Handle complex or high-level customer escalations.
What We’re Looking For:
- Experience leading and scaling support or customer-facing teams.
- Technical knowledge of PHP, JavaScript, CSS, and HTML.
- Familiarity with AI tools in support workflows.
- Strong problem-solving, communication, and stakeholder management skills.
-
Data-driven mindset with focus on performance metrics and continuous improvement.
This is a great opportunity to shape a modern, AI-powered support system in a fast-growing global tech company.