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Senior Director, Customer Support

PagerDuty • San Francisco • 1d ago

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. This role requires a blend of operational excellence, strategic thinking, and a passion for customer advocacy.

Key Responsibilities:

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.

Qualifications:

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.

Prefer:

Multilingual or experience managing multilingual teams
Industry certifications (e.g., ITIL, HDI)

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office 2-3 times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $164,000 - $276,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

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