Vice President of Global Support

Join Cloudinary as the Vice President of Global Support, where you will lead the worldwide Support organization and redefine how technical support creates value for customers and the business. You will own the strategy, operating model, and performance of a global support organization, modernizing support through AI, automation, knowledge management, and data-driven insights. As a member of the Customer Success leadership team, you will serve as the voice of the customer and partner closely with various departments to improve customer outcomes and enable scalable growth.

• Definir y ejecutar la estrategia de soporte global de Cloudinary, impulsando la satisfacción del cliente, la retención y la excelencia operativa.
• Liderar y escalar una organización global de alto rendimiento en múltiples regiones, desarrollando líderes y construyendo una cultura de responsabilidad, colaboración y mejora continua.
• Impulsar la transformación del soporte a través de la inteligencia artificial, la automatización, la autoservicio y la gestión del conocimiento para mejorar la eficiencia, la experiencia del cliente y la escalabilidad.
• 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