Bob B.
About Bob B.
Bob B. is the Vice President of Customer Care at WP Engine, with extensive experience in customer support and technical support roles across various companies in Austin, Texas.
Current Position at WP Engine
Bob B. currently holds the position of Vice President Customer Care at WP Engine. His role involves overseeing customer service operations, ensuring customer satisfaction, and implementing strategies to enhance service delivery. Located in Austin, Texas, Bob executes his responsibilities remotely, navigating the challenges and opportunities of virtual leadership effectively.
Previous Roles at WP Engine
Before his current role, Bob held several key positions at WP Engine. From 2021 to 2023, he served as VP, Technical Support, focusing on enhancing technical support services. Prior to this, he was the Senior Director, Technical Support for six months in 2020-2021. These roles have equipped Bob with profound insights into technical and customer support, shaping his approach to leadership at WP Engine.
Leadership Experience in Customer Support
Bob's extensive leadership experience in customer support spans over multiple companies. He served as Director of Customer Support at Volusion from 2013 to 2015 and at e-MDs from 2012 to 2013. Earlier, he managed software support and worked across various support tiers at e-MDs between 2007 and 2012. This broad experience across different organizations and roles has honed his ability to manage and improve support teams effectively.
Educational Background
Bob studied at Austin Community College, where he pursued an education in Occupational Therapist Assistant, receiving an Associate of Applied Science degree. This academic background provided him with a foundational understanding of care systems and customer service excellence, which he has applied throughout his career in various support and leadership roles.
Notable Achievements at WP Engine
Bob co-founded the Rise ERG at WP Engine to support underrepresented groups in the tech industry. He led the integration of a customer support team during an acquisition, enhancing workflows and team morale. He introduced self-service solutions and AI chatbots, deflecting over a quarter of inquiries before reaching agents. Under his leadership, his team has consistently maintained a 95% CSAT while reducing support costs and achieving industry recognition with multiple Stevie Awards.