Director, Customer Support Systems

GitLab

Remote, US
Base: $152,800 - $259,200 usd; bonus/equity: not s...
Remote
Enterprise applications leadership
Zendesk platform ownership
Post-sales business process knowledge
GitLab is seeking a Director of Customer Support Systems to lead the technology strategy for their global post-sales organization, focusing on enhancing customer success and support workflows. The role emphasizes ownership of platforms like Zendesk and aims to improve operational efficiencies through proactive data-informed systems

Job Summary

  • This role leads the technology strategy supporting GitLab's global post-sales organization with a focus on the Zendesk platform and broader ecosystem.
  • The successful candidate will drive the adoption of artificial intelligence and automation to improve efficiency, triage, and operational productivity.
  • GitLab is an all-remote company that values clear communication, strong documentation, and thoughtful ownership across time zones.

Matching Summary

Match Score: 85

GitLab is seeking a Director of Customer Support Systems to lead the technology strategy for their global post-sales organization, focusing on enhancing customer success and support workflows. The role emphasizes ownership of platforms like Zendesk and aims to improve operational efficiencies through proactive data-informed systems.

Salary

Base: $152,800 - $259,200 USD; Bonus/Equity: Not specified; Benefits: See handbook link

Skills & Requirements

Must-have

  • Enterprise Applications leadership
  • Zendesk platform ownership
  • Post-sales business process knowledge
  • Salesforce and Gainsight integration
  • Distributed team management

Nice-to-have

  • AI and automation adoption
  • Data-driven decision making
  • Asynchronous remote collaboration
  • Customer retention focus

Key Requirements

  • Bachelor's degree in CS, IT, Engineering or equivalent experience
  • Significant experience in high-growth B2B software environments
  • Proven track record leading globally distributed teams

Work Rights

Not specified

Tailored Resume

Cover Letter