[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.ResponsibilitiesLead the strategy, architecture, and execution for the technology ecosystem that supports GitLab's global Customer Success, Support, and Community functionsDefine and deliver a multi-year roadmap for post-sales systems that aligns with business goals and is measured through retention, expansion, and customer experience outcomesTake operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflowsPartner 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 resolutionDesign scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflowsDrive the adoption of artificial intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identificationWork 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 insightsMentor and grow a distributed team of business systems professionals, building a culture of ownership, collaboration, documentation, and continuous improvementSkillsSignificant experience in Enterprise Applications or Business Systems, including strong leadership experience in a high-growth business-to-business software environmentStrong 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 outcomesProven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight, including platform configuration, optimization, and governanceExperience designing integrations between customer success tools and core business platforms such as Salesforce, finance systems, and data platformsAbility to work effectively across technical and business teams, influence senior stakeholders, and translate strategic goals into practical system improvementsStrong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting used to guide customer decisionsDemonstrated success leading and developing globally distributed teams of analysts, administrators, developers, or architects in an all-remote and asynchronous environmentBachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experienceBenefitsBenefits to support your health, finances, and well-beingFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and Development FundParental LeaveCompany OverviewGitLab is a web-based Git repository manager that offers a variety of features for software development teams. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://about.gitlab.com.