Senior Director of Support, PagerDuty

PagerDuty

Location:
United States, San Francisco

Category:
Customer Service

Contract Type:
Employment contract

Salary:

164000.00 - 276000.00 USD / Year

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Job Description:

Lead and scale global customer support organization at PagerDuty, developing vision and strategy to deliver world-class support experiences for customers. This role requires operational excellence, strategic thinking, and passion for customer advocacy.

Job Responsibility:

Develop and execute the global support strategy aligned with company goals and customer needs
Lead change management initiatives with emphasis on leveraging AI and automation
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 seamless customer journey
Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent service delivery
Champion the voice of the customer internally
Manage support budgets, headcount planning, and vendor relationships
Ensure compliance with relevant regulations and standards (FedRAMP, GDPR, SOC2)

Requirements:

10+ years of experience in customer support or customer success
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

Nice to have:

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

What we offer:

Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:
September 06, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Director of Support