An Overview of this Role

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.

What you’ll do

Support Experience Innovation

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

Strategic Planning and Vision

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
Define support experience metrics and KPIs that align with business outcomes and customer value
Lead annual planning processes, budget allocation, and resource optimization across support functions
Establish strategic partnerships with vendors, technology providers, and industry organizations
Drive cross-functional alignment with Sales, Product, Engineering, and Customer Success teams

Operational Excellence

Design and implement quality assurance programs to maintain consistent support delivery standards
Assist in definition of capacity planning and workforce management to ensure appropriate coverage across global time zones
Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation

Data Analysis and Performance Management

Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
Establish data-driven decision-making culture within the support organization
Partner with Business Intelligence and Data Science teams to leverage advanced analytics capabilities

Team Leadership and Development

Establish talent development programs, career progression frameworks, and succession planning
Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
Implement performance management systems that recognize and reward exceptional customer advocacy

What you’ll bring

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

Preferably you’ll also bring

Experience with open-source software communities and development workflows
Background in SaaS, enterprise software, or developer tools
Experience with GitLab or similar DevOps platforms
Track record of successful digital transformation initiatives
Experience with remote-first organizational models and global team management

Director of Support Experience and Strategy

Anywhere in the world

Remote

Senior ++

GitLab