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Senior Director, Customer Support

Atlanta

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.

Join us. 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.

As the Senior Director of Support, you will lead and scale our global customer support organization. You’ll be responsible for developing the vision, strategy, and execution to deliver world-class support experiences for our customers. This role requires a blend of operational excellence, strategic thinking, and a passion for customer advocacy.

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 Atlanta 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.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

  • Competitive salary
  • Comprehensive benefits package 
  • 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 - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
  • Paid volunteer time off: 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. 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

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. 

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.

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