At a Glance
- Tasks: Lead global support strategy and transform customer experience with AI and automation.
- Company: Join Cloudinary, a leading Image and Video API platform trusted by thousands worldwide.
- Benefits: Enjoy robust vacation policies, development stipends, and catered lunches.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact in a collaborative environment that values your voice.
- Qualifications: 10+ years in technical support leadership with a passion for AI-driven transformation.
The predicted salary is between 100000 - 150000 £ per year.
Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web.
Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.
We are looking for a VP of Global Support to lead Cloudinary’s worldwide Support organization and help redefine how technical support creates value for customers and the business. Reporting to the Chief Customer Officer, you will own the strategy, operating model, and performance of a global, follow-the-sun support organization. Beyond delivering operational excellence, you will modernize Support through AI, automation, knowledge management, and data-driven insights—transforming Support from a reactive service into a strategic customer intelligence function.
As a member of the Customer Success leadership team, you will serve as the voice of the customer, partnering closely with Engineering, Product, Customer Success, Sales, Marketing, and Executive Leadership to improve customer outcomes, influence product direction, and enable scalable growth. This role is ideal for an executive who combines deep technical support expertise with operational excellence, organizational leadership, and a passion for leveraging AI to elevate both customer and employee experiences.
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.
- Partner cross-functionally with Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to resolve customer challenges and influence product improvements.
- Represent the voice of the customer at the executive level, using customer insights to shape product strategy and business priorities.
About You:
- 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 organizations 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 effectively on APIs, SDKs, integrations, and complex technical issues.
- Exceptional executive communication and cross-functional leadership skills.
- Experience leading distributed, multicultural teams supporting enterprise and developer audiences.
- Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.
Nice to Have:
- Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS.
- Contributions to customer support thought leadership, developer communities, or support operations best practices.
We have you in mind. As an employee, you will experience many benefits, including: Awesome technology, Top-talent peers, Robust vacation & wellness policy, Annual development stipend, Catered lunches or a food stipend.
Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
VP, Global Support in London employer: Cloudinary
As a Remote Senior Solutions Engineer at our innovative company, you will thrive in a dynamic work culture that values collaboration and creativity. We offer competitive benefits, including flexible working hours and opportunities for professional development, ensuring you can grow your skills while contributing to meaningful projects. Join us in a supportive environment where your expertise will directly impact our success and the satisfaction of our clients.
StudySmarter Expert Advice🤫
We think this is how you could land VP, Global Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cloudinary. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cloudinary before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP, Global Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cloudinary:Your cover letter is your chance to shine! Tell us why you want to work at Cloudinary specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cloudinary!
How to prepare for a job interview at Cloudinary
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
