• 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.
