The VP, Technical Support Engineering - Slack is a leadership role within the Salesforce Customer Success organization. This position focuses on driving the global support strategy for Slack Support teams, ensuring an exceptional customer experience. The role requires a visionary leader to oversee a global organization of senior leaders and technical experts. The ideal candidate will prioritize operational excellence and the 'Voice of the Customer' in all initiatives.

• 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.
• A proven track record of inspiring and leading global teams, consistently delivering results under time constraints while managing diverse stakeholders.
• Demonstrated expertise in thriving within highly matrixed organizational structures and building successful functions at scale.
• Strong technical and financial acumen with a data-driven approach to managing talent, technology, and operational budgets.
• Proven ability to drive large-scale transformation and organizational change by building consensus and removing blockers across functions.
• Cloud/SaaS software environment experience, preferably supporting global customers at a C-level engagement layer.
• Ability and willingness to travel as required to global office locations.
• Degree or equivalent relevant experience required.

• Lead the Slack global support function by ensuring consistent, effective practices that result in an exceptional, world-class customer experience.
• Execute a data-driven strategy that aligns with corporate priorities, translating complex operational details into big-picture implications that drive the business forward.
• Own the metrics that matter, driving quarter-after-quarter performance with rigor, accountability, and a relentless focus on demonstrable impact.
• Champion internal relationships with Product, Engineering, and Sales to accelerate issue resolution and ensure customer feedback directly informs product roadmaps and GTM strategies.
• Drive global scalability and efficiencies across the organization, continuously adapting to transformative change and high-growth environments.
• Serve as the ultimate escalation point for high-severity customer issues, partnering with global functions to provide resolution and restore customer trust.
• Lead, develop, and inspire a high-performing global team, reinforcing a culture of trust, accountability, and psychological safety.

• Employees at Slack, as part of Salesforce, are often offered comprehensive benefits focused on wellbeing and inclusion, including competitive health-care coverage, time off to rest, recharge and volunteer, and holistic programs that support mental health, family planning and overall work–life balance.