Senior Director, Customer Support

Senior Director, Customer Support

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Key Responsibilities:

• Develop and execute the global support strategy aligned with company goals and customer needs.
• Lead change management initiatives, with a strong emphasis on leveraging AI and automation to transform support operations, improve efficiency, and enhance the customer experience.
• Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones.
• Drive operational excellence through process optimization, technology adoption, and data-driven decision making.
• Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency.
• Partner with Product, Engineering, Sales, and Customer Success to ensure a seamless customer journey and rapid resolution of issues.
• Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent, high-quality service delivery.
• Champion the voice of the customer internally, identifying trends and opportunities for product and process improvement.
• Manage support budgets, headcount planning, and vendor relationships as needed.
• Ensure compliance with relevant regulations and standards, including FedRAMP, GDPR, SOC2, and others as required.

Qualifications:

• 10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role.
• Experience with AI/automation in support - prefer AgentForce
• Proven track record of building and scaling global support teams in a SaaS or technology environment.
• Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.).
• Excellent communication, leadership, and people management skills.
• Experience driving cross-functional initiatives and influencing at all levels of the organization.
• Passion for customer experience and a deep understanding of customer support best practices.
• Bachelor's degree required; advanced degree preferred.

Prefer:

• Multilingual or experience managing multilingual teams
• Industry certifications (e.g., ITIL, HDI)

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office 2-3 times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $164,000 - $276,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.