[Remote] Director, Customer Support Systems

Note: The job is a remote job and is open to candidates in USA. GitLab is the intelligent orchestration platform for DevSecOps, and they are seeking a Director, Customer Support Systems to lead the technology strategy for their global post-sales organization. This role involves ownership of systems that support Customer Success, Support, and Community workflows, with a focus on improving case routing and enhancing self-service experiences.

Responsibilities

• Lead the strategy, architecture, and execution for the technology ecosystem that supports GitLab's global Customer Success, Support, and Community functions
• Define and deliver a multi-year roadmap for post-sales systems that aligns with business goals and is measured through retention, expansion, and customer experience outcomes
• Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflows
• Partner directly with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more proactive model focused on self-service, case deflection, and faster resolution
• Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows
• Drive the adoption of artificial intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification
• Work with Data and Business Intelligence teams to improve data integrity and support a reliable source of truth for health scores, product usage reporting, and retention insights
• Mentor and grow a distributed team of business systems professionals, building a culture of ownership, collaboration, documentation, and continuous improvement

Skills

• Significant experience in Enterprise Applications or Business Systems, including strong leadership experience in a high-growth business-to-business software environment
• Strong knowledge of post-sales business processes, including customer success, support, renewals, and the broader customer lifecycle, with a clear understanding of how systems influence retention and churn outcomes
• Proven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight, including platform configuration, optimization, and governance
• Experience designing integrations between customer success tools and core business platforms such as Salesforce, finance systems, and data platforms
• Ability to work effectively across technical and business teams, influence senior stakeholders, and translate strategic goals into practical system improvements
• Strong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting used to guide customer decisions
• Demonstrated success leading and developing globally distributed teams of analysts, administrators, developers, or architects in an all-remote and asynchronous environment
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience

Benefits

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Company Overview