Vice President of Global Support

Cloudinary; Greater London; Hybride; GBP 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Comprehensive health benefits

Parental leave & flexible work

Well-being options

Four global days off

Hybrid work model

DEI initiatives

Résumé du poste

Cloudinary is seeking a VP of Global Support to lead its worldwide Support organization and redefine how technical support creates value for customers and the business. Reporting to the Chief Customer Officer, you will own the strategy, operating model, and performance of a global, follow-the-sun support organization.

Beyond operational excellence, you will modernize Support through AI, automation, knowledge management, and data-driven insights—transforming Support from a reactive service into a

Qualifications

• Executive with deep technical support expertise and operational excellence.
• Experience scaling global follow-the-sun support in enterprise SaaS.
• 10+ years leading global technical support, developer support, or customer success teams.
• Strong executive communication and cross-functional leadership.
• Proven AI-enabled support transformation experience.

Responsabilités

• Lead Cloudinary's worldwide Support organization and define the strategy.
• Own strategy, operating model, and performance of a global follow-the-sun team.
• Modernize Support with AI, automation, knowledge management, and data insights.
• Partner with Engineering, Product, CS, Sales, Marketing and Exec Leadership.
• Drive CSAT, SLA attainment, and operational efficiency.
• Oversee escalation management and service delivery.
• Represent the voice of the customer at the executive level to influence product strategy.

Connaissances

Executive leadership

AI-enabled transformation

Cross-functional leadership

Data-driven decision making

Global operations management

Customer success alignment

Executive communication

SaaS industry experience

API / SDK familiarity

Formation

Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent

Outils

APIs

SDKs

AI platforms

Description du poste

• We are looking for a VP of Global Support to lead Cloudinary’s worldwide Support organization and help redefine how technical support creates value for customers and the business
• Reporting to the Chief Customer Officer, you will own the strategy, operating model, and performance of a global, follow-the-sun support organization
• Beyond delivering operational excellence, you will modernize Support through AI, automation, knowledge management, and data-driven insights—transforming Support from a reactive service into a strategic customer intelligence function
• As a member of the Customer Success leadership team, you will serve as the voice of the customer, partnering closely with Engineering, Product, Customer Success, Sales, Marketing, and Executive Leadership to improve customer outcomes, influence product direction, and enable scalable growth
• 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

Benefits

• Comprehensive health benefits program for employees and dependents (plans vary by location)
• Family-friendly policies include parental leave and flexible work arrangements
• Numerous fitness and therapy options to support your total well-being
• Four global days off so you can take the needed break
• Hybrid work model encourages flexibility and autonomy, and is balanced with in-office collaboration
• Company-wide DEI initiatives to enrich our team, technologies and communities

Qualifications

• This role is ideal for an executive who combines deep technical support expertise with operational excellence, organizational leadership, and a passion for leveraging AI to elevate both customer and employee experiences
• Exceptional executive communication and cross-functional leadership skills
• Deep technical credibility, with the ability to engage effectively on APIs, SDKs, integrations, and complex technical issues
• Demonstrated success scaling global, follow-the-sun support organizations during periods of rapid growth
• 10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS
• 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
• Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience
• Experience leading distributed, multicultural teams supporting enterprise and developer audiences
• Contributions to customer support thought leadership, developer communities, or support operations best practices
• Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS