Drive consistent, measurable results across global support KPIs while fostering a culture of innovation and high-performance collaboration.
Lead the Slack global support function by ensuring consistent, effective practices that result in an exceptional, world-class customer experience.
Execute a data-driven strategy that aligns with corporate priorities.
Own the metrics that matter, driving quarter-after-quarter performance with rigor, accountability, and a relentless focus on demonstrable impact.
Champion internal relationships with Product, Engineering, and Sales to accelerate issue resolution.
Drive global scalability and efficiencies across the organization.
Serve as the ultimate escalation point for high-severity customer issues.
Lead, develop, and inspire a high-performing global team, reinforcing a culture of trust, accountability, and psychological safety.

Requirements

12+ years in technical support, specifically handling complex issues for large-scale enterprise customers.
5+ years of experience at the executive level leading managers and individual contributors across multiple teams in a global, enterprise-scale organization.
A proven track record of inspiring and leading global teams, consistently delivering results under time constraints while managing diverse stakeholders.
Demonstrated expertise in thriving within highly matrixed organizational structures and building successful functions at scale.
Strong technical and financial acumen with a data-driven approach to managing talent, technology, and operational budgets.
Proven ability to drive large-scale transformation and organizational change by building consensus and removing blockers across functions.
Cloud/SaaS software environment experience, preferably supporting global customers at a C-level engagement layer.
Ability and willingness to travel as required to global office locations.

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportdata-driven strategymetrics managementcloud softwareSaaSoperational budgetstransformation managementissue resolutionperformance measurementscalability

Soft Skills

leadershipcollaborationaccountabilitytrust buildingpsychological safetyinspirationstakeholder managementproblem-solvingcommunicationinnovation