Senior Director of Customer Support, Cloudflare
Web performance and security platform
Job no longer available
Web performance and security platform
1001+ employees
Job no longer available
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- We are looking for an enthusiastic and hands-on customer support and service executive who can rapidly learn the Cloudflare value proposition and work with customers of all sizes to make them successful on our service
- 10-15 years experience managing and growing a technical support team
- Extensive experience managing a global support team
- Experience managing steady team growth, hiring, and training
- Experience with workforce management and scheduling software and process
- Exhibits confidence and an extensive knowledge of emerging industry practices when solving technical and business problems
- Communicates with internal and external customers and all levels of management
- Effectively communicates technical information to non-technical audiences
- Delivers informative, well-organized presentations
- Continually seeks opportunities to increase customer satisfaction and deepen customer relationships
- Manages customer expectations and escalations effectively
- Experience in fostering broad usage of support forums and knowledge repositories
- Excellent communication skills, including issue tracking, triaging and crisis management
- B.S. in Computer Science or equivalent preferred
What the job involves
- The Cloudflare Customer Support Team solves complicated problems and answers highly technical questions via phone, email, and chat
- The Cloudflare Senior Director of Customer Support, EMEA is responsible for delivering a world-class support experience to our customers
- This role will report to the VP of Customer Support and work closely with all members of Cloudflare's Support team
- As an experienced support leader, you will set strategy, establish priorities, hire and mentor a group of top technical talent, and implement unparalleled support systems and processes to develop a world-class global support team
- In this role you will be the senior executive representing Customer Support in EMEA, both externally with customers and internally between various functions such as sales, solutions engineering, customer success, product and engineering
- You will oversee the fast-growing EMEA support team (mostly based in Lisbon & London) providing strong leadership and a strategic vision to Support Managers and Technical Support Engineers
- With you in place, we are able to provide 24x7 Follow-the-Sun Support by coordinating with counterparts in the AMER and APJC regions
- You will recruit and train in the use of industry best practices, established methodologies and documented procedures, all to develop a superior team
- As the regional leader, you will continually review operational performance to determine opportunities for improvement
- Able to develop and articulate a strategic vision for providing the world’s best customer support within the region, taking into account geography, languages, and country-specific technical challenges
- Understands the operational aspects of running a lage, complex, fast-moving support team. This includes the entire lifecycle of a support issue, the various channels of engagement, understanding how issues are triaged based on impact and radius, being able to meet response SLAs, finding the shortest path to issue resolution, escalation handling when needed, and ultimately driving successful outcomes which result in high customer satisfaction
- Defining, tracking and reporting on key performance indicators to determine support effectiveness and efficiency. Create and present key support metrics to share with the company and executive team, and highlight any points of concern or areas of improvement
- Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
- Act as a liaison between Engineering, Customer Support and Sales on technical issues affecting our customers
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Company benefits
- Minimum 8 weeks of paid parental leave
- Equal opportunity employer
- Unlimited paid time off policy
- Work from home opportunities
- Medical, Dental & Vision Insurance
- Life Insurance, Disability Insurance
- 401(k) plans
- Family planning and fertility program
- Gym discounts
- Commuter Benefits Program
Company values
- Principled - We create our products and features with a global mindset and democratize important and innovative technologies that drive adoption of the latest standards
- Curious - Our team is made up of pioneering innovators that approach new challenges with interest and a desire to learn
- Transparent - We hold ourselves accountable when we make mistakes—and we do everything we can to learn from them
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Lee Holloway
(Lead Engineer)Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(President & COO)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.
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