Director, Customer Support Systems

📋 Description

• Oversee the strategy, architecture, and implementation of the technology ecosystem that underpins GitLab's global Customer Success, Support, and Community operations.

• Establish and execute a long-term roadmap for post-sales systems that aligns with business objectives and is assessed through metrics related to retention, expansion, and customer experience.

• Assume operational responsibility for the global Zendesk environment, ensuring it remains highly available, with efficient case routing and effective integration with customer relationship management and internal engineering processes.

• Collaborate directly with post-sales leaders to enhance support technology, transitioning from a reactive ticket management system to a proactive model that emphasizes self-service, case deflection, and expedited resolution.

• Create scalable processes throughout the customer lifecycle, encompassing onboarding, customer health assessments, case management, renewals, and associated post-sales workflows.

• Promote the implementation of artificial intelligence and automation features to enhance efficiency, triage, routing, operational productivity, and risk identification.

• Collaborate with Data and Business Intelligence teams to enhance data integrity and provide a trustworthy source for health scores, product usage analytics, and retention insights.

• Mentor and develop a distributed team of business systems professionals, fostering a culture of ownership, cooperation, documentation, and ongoing improvement.

⛳️ Requirements

• Extensive experience in Enterprise Applications or Business Systems, with robust leadership experience in a rapidly growing business-to-business software context.

• In-depth understanding of post-sales business processes, including customer success, support, renewals, and the overall customer lifecycle, with a clear perception of how systems impact retention and churn rates.

• Proven track record of managing or leading major customer-facing platforms like Zendesk, Service Cloud, or Gainsight, including platform setup, optimization, and governance.

• Experience in designing integrations between customer success tools and essential business platforms such as Salesforce, financial systems, and data platforms.

• Ability to collaborate effectively across technical and business teams, influence senior stakeholders, and convert strategic objectives into actionable system enhancements.

• Strong analytical abilities and comfort with data models, health scoring systems, dashboards, and operational reports that inform customer decisions.

• Demonstrated success in leading and nurturing globally distributed teams of analysts, administrators, developers, or architects in a fully remote and asynchronous environment.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Home Office Support.