Director of Support Experience and Strategy - Remote

Overview

GitLab is seeking an experienced Director of Support Experience and Strategy to help guide the evolution of our customer support organization. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences.

In Short

• Design and implement innovative support experiences that exceed customer expectations and differentiate GitLab in the market.
• Lead and guide the development of self-service capabilities, knowledge management systems, and community-driven support initiatives.
• Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions.
• Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints.
• Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points.
• Partner with Product and Engineering teams to influence product development based on support insights.
• Develop and execute comprehensive support strategy aligned with GitLab's business objectives and customer goals.
• Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution.
• Design and implement quality assurance programs to maintain consistent support delivery standards.
• Establish talent development programs, career progression frameworks, and succession planning.

Requirements

• 10+ years of progressive leadership experience in customer support, success, or related customer-facing roles.
• 5+ years of experience in director or VP-level positions with P&L responsibility.
• Proven track record of building and scaling support organizations in high-growth technology companies.
• Experience with DevOps, software development tools, or related technical products.
• Strong analytical skills with experience in data-driven decision making and performance optimization.
• Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake.
• Excellent communication and presentation skills with ability to influence at all organizational levels.

Benefits

• Benefits to support your health, finances, and well-being.
• All remote, asynchronous work environment.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and development budget.
• Parental leave.
• Home office support.