Director of Support Experience and Strategy
An Overview of this Role
GitLab is seeking an experienced Director of Support Experience and Strategy to help guide the evolution of our customer support organization. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences.
What you’ll do
Support Experience Innovation
Design and implement innovative support experiences that exceed customer expectations and differentiate GitLab in the market
Lead and guide the development of self-service capabilities, knowledge management systems, and community-driven support initiatives
Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions
Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints
Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points
Partner with Product and Engineering teams to influence product development based on support insights
Strategic Planning and Vision
Develop and execute comprehensive support strategy aligned with GitLab's business objectives and customer goals
Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution
Define support experience metrics and KPIs that align with business outcomes and customer value
Lead annual planning processes, budget allocation, and resource optimization across support functions
Establish strategic partnerships with vendors, technology providers, and industry organizations
Drive cross-functional alignment with Sales, Product, Engineering, and Customer Success teams
Operational Excellence
Design and implement quality assurance programs to maintain consistent support delivery standards
Assist in definition of capacity planning and workforce management to ensure appropriate coverage across global time zones
Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation
Data Analysis and Performance Management
Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
Establish data-driven decision-making culture within the support organization
Partner with Business Intelligence and Data Science teams to leverage advanced analytics capabilities
Team Leadership and Development
Establish talent development programs, career progression frameworks, and succession planning
Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
Implement performance management systems that recognize and reward exceptional customer advocacy
What you’ll bring
10+ years of progressive leadership experience in customer support, success, or related customer-facing roles
5+ years of experience in director or VP-level positions with P&L responsibility
Proven track record of building and scaling support organizations in high-growth technology companies
Experience with DevOps, software development tools, or related technical products
Strong analytical skills with experience in data-driven decision making and performance optimization
Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake
Excellent communication and presentation skills with ability to influence at all organizational levels
Preferably you’ll also bring
Experience with open-source software communities and development workflows
Background in SaaS, enterprise software, or developer tools
Experience with GitLab or similar DevOps platforms
Track record of successful digital transformation initiatives
Experience with remote-first organizational models and global team management
About the team
The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy customer experience is delivered by a healthy team. We focus on building processes at the intersection of our customer needs and our team’s wellbeing. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab will support you
All remote, asynchronous work environment
Home office support
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$153,000—$287,000 USD
About the job
Apply for this position
Director of Support Experience and Strategy
An Overview of this Role
GitLab is seeking an experienced Director of Support Experience and Strategy to help guide the evolution of our customer support organization. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences.
What you’ll do
Support Experience Innovation
Design and implement innovative support experiences that exceed customer expectations and differentiate GitLab in the market
Lead and guide the development of self-service capabilities, knowledge management systems, and community-driven support initiatives
Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions
Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints
Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points
Partner with Product and Engineering teams to influence product development based on support insights
Strategic Planning and Vision
Develop and execute comprehensive support strategy aligned with GitLab's business objectives and customer goals
Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution
Define support experience metrics and KPIs that align with business outcomes and customer value
Lead annual planning processes, budget allocation, and resource optimization across support functions
Establish strategic partnerships with vendors, technology providers, and industry organizations
Drive cross-functional alignment with Sales, Product, Engineering, and Customer Success teams
Operational Excellence
Design and implement quality assurance programs to maintain consistent support delivery standards
Assist in definition of capacity planning and workforce management to ensure appropriate coverage across global time zones
Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation
Data Analysis and Performance Management
Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
Establish data-driven decision-making culture within the support organization
Partner with Business Intelligence and Data Science teams to leverage advanced analytics capabilities
Team Leadership and Development
Establish talent development programs, career progression frameworks, and succession planning
Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
Implement performance management systems that recognize and reward exceptional customer advocacy
What you’ll bring
10+ years of progressive leadership experience in customer support, success, or related customer-facing roles
5+ years of experience in director or VP-level positions with P&L responsibility
Proven track record of building and scaling support organizations in high-growth technology companies
Experience with DevOps, software development tools, or related technical products
Strong analytical skills with experience in data-driven decision making and performance optimization
Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake
Excellent communication and presentation skills with ability to influence at all organizational levels
Preferably you’ll also bring
Experience with open-source software communities and development workflows
Background in SaaS, enterprise software, or developer tools
Experience with GitLab or similar DevOps platforms
Track record of successful digital transformation initiatives
Experience with remote-first organizational models and global team management
About the team
The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy customer experience is delivered by a healthy team. We focus on building processes at the intersection of our customer needs and our team’s wellbeing. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab will support you
All remote, asynchronous work environment
Home office support
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$153,000—$287,000 USD