Senior Customer Support Director, PagerDuty

• This role requires a blend of operational excellence, strategic thinking, and a passion for customer advocacy
• 10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role
• Experience with AI/automation in support - prefer AgentForce
• Proven track record of building and scaling global support teams in a SaaS or technology environment
• Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.)
• Excellent communication, leadership, and people management skills
• Experience driving cross-functional initiatives and influencing at all levels of the organization
• Passion for customer experience and a deep understanding of customer support best practices
• Bachelor’s degree required; advanced degree preferred

Desirable

• As the Senior Director of Support, you will lead and scale our global customer support organization
• You’ll be responsible for developing the vision, strategy, and execution to deliver world-class support experiences for our customers
• You'll develop and execute the global support strategy aligned with company goals and customer needs
• Lead change management initiatives, with a strong emphasis on leveraging AI and automation to transform support operations, improve efficiency, and enhance the customer experience
• Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones
• Drive operational excellence through process optimization, technology adoption, and data-driven decision making
• Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency
• Partner with Product, Engineering, Sales, and Customer Success to ensure a seamless customer journey and rapid resolution of issues
• Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent, high-quality service delivery
• Champion the voice of the customer internally, identifying trends and opportunities for product and process improvement
• Manage support budgets, headcount planning, and vendor relationships as needed
• Ensure compliance with relevant regulations and standards, including FedRAMP, GDPR, SOC2, and others as required