PagerDuty
Overview
Join to apply for the
Senior Director, Customer Support
role at
PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. As the Senior Director of Support, you will lead and scale our global customer support organization. You’ll be responsible for developing the vision, strategy, and execution to deliver world-class support experiences for our customers. This role requires a blend of operational excellence, strategic thinking, and a passion for customer advocacy.
Key Responsibilities
Develop and execute the global support strategy aligned with company goals and customer needs.
Lead change management initiatives, with a strong emphasis on leveraging AI and automation to transform support operations, improve efficiency, and enhance the customer experience.
Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones.
Drive operational excellence through process optimization, technology adoption, and data-driven decision making.
Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency.
Partner with Product, Engineering, Sales, and Customer Success to ensure a seamless customer journey and rapid resolution of issues.
Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent, high-quality service delivery.
Champion the voice of the customer internally, identifying trends and opportunities for product and process improvement.
Manage support budgets, headcount planning, and vendor relationships as needed.
Ensure compliance with relevant regulations and standards, including FedRAMP, GDPR, SOC2, and others as required.
Qualifications
10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role.
Experience with AI/automation in support - prefer AgentForce
Proven track record of building and scaling global support teams in a SaaS or technology environment.
Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.).
Excellent communication, leadership, and people management skills.
Experience driving cross-functional initiatives and influencing at all levels of the organization.
Passion for customer experience and a deep understanding of customer support best practices.
Bachelor’s degree required; advanced degree preferred.
Prefer
Multilingual or experience managing multilingual teams
Industry certifications (e.g., ITIL, HDI)
Location and Work Model PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. This role is expected to come into our San Francisco office 2-3 times per week.
Compensation The base salary range for this position is $164,000 - $276,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Equal Opportunity and Additional Information PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty provides reasonable accommodations for qualified individuals with disabilities in our job application process. If you require accommodation, please email accommodation@pagerduty.com.
#J-18808-Ljbffr
Join to apply for the
Senior Director, Customer Support
role at
PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. As the Senior Director of Support, you will lead and scale our global customer support organization. You’ll be responsible for developing the vision, strategy, and execution to deliver world-class support experiences for our customers. This role requires a blend of operational excellence, strategic thinking, and a passion for customer advocacy.
Key Responsibilities
Develop and execute the global support strategy aligned with company goals and customer needs.
Lead change management initiatives, with a strong emphasis on leveraging AI and automation to transform support operations, improve efficiency, and enhance the customer experience.
Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones.
Drive operational excellence through process optimization, technology adoption, and data-driven decision making.
Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency.
Partner with Product, Engineering, Sales, and Customer Success to ensure a seamless customer journey and rapid resolution of issues.
Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent, high-quality service delivery.
Champion the voice of the customer internally, identifying trends and opportunities for product and process improvement.
Manage support budgets, headcount planning, and vendor relationships as needed.
Ensure compliance with relevant regulations and standards, including FedRAMP, GDPR, SOC2, and others as required.
Qualifications
10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role.
Experience with AI/automation in support - prefer AgentForce
Proven track record of building and scaling global support teams in a SaaS or technology environment.
Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.).
Excellent communication, leadership, and people management skills.
Experience driving cross-functional initiatives and influencing at all levels of the organization.
Passion for customer experience and a deep understanding of customer support best practices.
Bachelor’s degree required; advanced degree preferred.
Prefer
Multilingual or experience managing multilingual teams
Industry certifications (e.g., ITIL, HDI)
Location and Work Model PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. This role is expected to come into our San Francisco office 2-3 times per week.
Compensation The base salary range for this position is $164,000 - $276,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Equal Opportunity and Additional Information PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty provides reasonable accommodations for qualified individuals with disabilities in our job application process. If you require accommodation, please email accommodation@pagerduty.com.
#J-18808-Ljbffr