Cloudinary

4 weeks ago

VP, Global Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead Cloudinary’s worldwide technical and developer support organization, driving global operational excellence, AI-enabled transformation, and cross-functional collaboration to improve customer outcomes and scalability at a follow-the-sun pace.

Location: Israel

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute Cloudinary’s global support strategy, driving customer satisfaction, retention, and operational excellence.
•Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement.
•Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability.
•Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model.
•Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency.

Pay and Benefits

Perks:Learning BudgetMeal AllowancePaid LeaveWellness Stipend

Key Requirements

•10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS
•Demonstrated success scaling global follow-the-sun support during periods of rapid growth
•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
•Deep technical credibility with the ability to engage on APIs, SDKs, integrations, and complex technical issues

Experience:10+ yearsEnterprise SaaSGlobal supportAI transformation

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Languages:English

Tech Stack:APIsSDKsAILLMConversational AIAutomationKnowledge managementCloud infrastructure

Company Brief

Cloudinary

Provides a cloud-based image and video management platform with APIs and tools for uploading, storing, transforming, optimizing and delivering rich media at scale for developers, marketers, and digital teams.

Industry: Developer Tools

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Santa Clara, United States

Founded: 2012

Website LinkedIn

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Cloudinary

4 weeks ago

VP, Global Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Israel

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute Cloudinary’s global support strategy, driving customer satisfaction, retention, and operational excellence.
•Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement.
•Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability.
•Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model.
•Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency.

Pay and Benefits

Perks:Learning BudgetMeal AllowancePaid LeaveWellness Stipend

Key Requirements

•10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS
•Demonstrated success scaling global follow-the-sun support during periods of rapid growth
•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
•Deep technical credibility with the ability to engage on APIs, SDKs, integrations, and complex technical issues

Experience:10+ yearsEnterprise SaaSGlobal supportAI transformation

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Languages:English

Tech Stack:APIsSDKsAILLMConversational AIAutomationKnowledge managementCloud infrastructure

Company Brief

Cloudinary

Industry: Developer Tools

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Santa Clara, United States

Founded: 2012

Website LinkedIn