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Technical Support Director
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Cloudflare is on a mission to build a better Internet. Our platform helps protect and accelerate any Internet application online, serving millions of websites and other Internet properties. As Senior Director of Customer Support, EMEA, you will oversee the fast-growing EMEA support team, providing strong leadership and strategic vision to Support Managers and Technical Support Engineers.
About the RoleThis role reports to the VP of Customer Support and works closely with all members of Cloudflare's Support team. You will set strategy, establish priorities, hire and mentor top technical talent, and implement unparalleled support systems and processes to develop a world-class global support team.
Responsibilities- Develop a strategic vision for providing world-class customer support within the region.
- Understand the operational aspects of running a large, complex, fast-moving support team.
- Define, track, and report on key performance indicators to determine support effectiveness and efficiency.
- Collaborate with Product and Engineering teams to resolve complex technical issues.
We are looking for an experienced support leader with 10-15 years of experience managing and growing a technical support team. You should have extensive experience managing a global support team, hiring, and training. Experience with workforce management and scheduling software and process is also essential.
The ideal candidate will exhibit confidence and knowledge of emerging industry practices when solving technical and business problems. They should communicate effectively with internal and external customers and all levels of management, delivering informative presentations and continually seeking opportunities to increase customer satisfaction and deepen relationships.
Salary and BenefitsThe estimated annual salary for this position is $150,000-$180,000, depending on location and experience. Cloudflare offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
