VP of Global Support

📋 Description

• Define and execute Cloudinary's global support strategy to boost CSAT.
• Lead and scale a global follow-the-sun support org across regions.
• Drive AI-enabled support through automation and knowledge management.
• Establish and optimize escalations, processes, and service delivery.
• Own support performance with CSAT, SLA attainment, quality, and productivity metrics.
• Partner cross-functionally with Engineering, Product, CS, Sales, and Marketing.

🎯 Requirements

• 10+ years leading global enterprise SaaS support or CS orgs.
• Proven scaling of global follow-the-sun support during rapid growth.
• Strong operational leadership with metrics, process improvement, and org design.
• Experience driving AI-enabled support transformation (conversational AI, automation).
• Deep technical credibility engaging on APIs, SDKs, integrations.
• Bachelor's degree in Engineering, CS, Business, IS, or equivalent.

🎁 Benefits

• 100% covered medical, dental, and vision for you and family.
• HSA company contribution.
• Matching 401k program.
• Generous vacation and wellness policy.
• Annual development stipend.
• Catered lunches or a food stipend.