VP, Technical Support Engineering - Slack

Role Overview

The VP, Technical Support Engineering - Slack is a strategically significant leadership role within the Salesforce Customer Success organization. This role is responsible for driving the global support strategy and engagement for Slack Support teams, ensuring we make working life simpler, more pleasant, and more productive for our customers.

What You Will Do

Success in this role will be measured by the ability to drive consistent, measurable results across global support KPIs while fostering a culture of innovation and high-performance collaboration. Execute Vision & Roadmap: Lead the Slack global support function by ensuring consistent, effective practices that result in an exceptional, world-class customer experience.

Why It Might Be a Fit

We are looking for a visionary leader who is smart, humble, and hardworking to accelerate our operational excellence and ensure the 'Voice of the Customer' is at the heart of everything we build.

Requirements

• 12+ years in technical support, specifically handling complex issues for large-scale enterprise customers.
• 5+ years of experience at the executive level leading managers and individual contributors across multiple teams in a global, enterprise-scale organization.
• Global Team Management: A proven track record of inspiring and leading global teams, consistently delivering results under time constraints while managing diverse stakeholders.
• Matrix Agility: Demonstrated expertise in thriving within highly matrixed organizational structures and building successful functions at scale.
• Strategic & Analytical Rigor: Strong technical and financial acumen with a data-driven approach to managing talent, technology, and operational budgets.
• Change Leadership: Proven ability to drive large-scale transformation and organizational change by building consensus and removing blockers across functions.
• Technical Background: Cloud/SaaS software environment experience, preferably supporting global customers at a C-level engagement layer.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program