Responsibilities: Define and execute Cloudinary’s global support strategy, driving customer satisfaction, retention, and operational excellence. Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement. Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability. Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model. Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency. Partner cross-functionally with Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to resolve customer challenges and influence product improvements. Represent the voice of the customer at the executive level, using customer insights to shape product strategy and business priorities. About You: 10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS. Demonstrated success scaling global, follow-the-sun support organizations during periods of rapid growth. Strong operational leadership with expertise in metrics, process improvement, organizational design, and service excellence. Proven experience driving AI-enabled support transformation, including conversational AI, automation, knowledge management, and LLM-powered workflows. Deep technical credibility, with the ability to engage effectively on APIs, SDKs, integrations, and complex technical issues. Exceptional executive communication and cross-functional leadership skills. Experience leading distributed, multicultural teams supporting enterprise and developer audiences. Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience. Nice to Have: Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS. Contributions to customer support thought leadership, developer communities, or support operations best practices.
