VP, Global Support

Cloudinary

VP of Global Support leading Cloudinary's Support organization to enhance customer value through strategic support transformation and technology. Collaborating with cross-functional teams to influence product direction.

Posted 7/1/2026full-time🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global technical support organizations, driving operational excellence through metrics and process improvement, and leveraging AI and automation to enhance customer experience. Possesses strong communication and leadership skills to effectively engage with cross-functional teams and executive stakeholders.

Highest-signal resume keywords

Global Technical Support LeadershipAI-Enabled Support TransformationOperational ExcellenceCross-Functional CollaborationCustomer Success Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support EngineeringProcess ImprovementMetrics AnalysisAPI EngagementSDK IntegrationKnowledge ManagementAutomationConversational AILLM-Powered WorkflowsOrganizational Design

Soft Skills

Executive CommunicationCross-Functional LeadershipCultural AccountabilityCollaborationContinuous Improvement

Certifications & Qualifications

Bachelor’s Degree in EngineeringBachelor’s Degree in Computer ScienceBachelor’s Degree in BusinessBachelor’s Degree in Information Systems

Industry Keywords

Enterprise SaaSCustomer SatisfactionService DeliveryFollow-the-Sun ModelSupport Performance

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Awesome technology
Top-talent peers
100% sponsored medical, dental, and vision plans for employees & family
HSA company contribution
Matching 401k program
Robust vacation & wellness policy
Annual development stipend
Catered lunches or a food stipend