• Lead the strategy, architecture, and execution for the technology ecosystem that supports GitLab's global Customer Success, Support, and Community functions. • Define and deliver a multi-year roadmap for post-sales systems that aligns with business goals and is measured through retention, expansion, and customer experience outcomes. • Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflows. • Partner directly with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more proactive model focused on self-service, case deflection, and faster resolution. • Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows. • Drive the adoption of artificial intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification. • Work with Data and Business Intelligence teams to improve data integrity and support a reliable source of truth for health scores, product usage reporting, and retention insights. • Mentor and grow a distributed team of business systems professionals, building a culture of ownership, collaboration, documentation, and continuous improvement.

• Assist French-speaking customers via phone, email, and chat • Troubleshoot issues and respond professionally and empathetically • Provide positive and lasting customer experiences • Use internal systems and tools efficiently • Contribute to a motivated, collaborative team environment

• Provide customer support for Czech-speaking customers • Assist customers with inquiries and issues via phone and email • Collaborate with internal teams to resolve customer problems • Maintain accurate records of customer interactions and transactions

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes • Troubleshoot and resolve common issues; escalate complex cases when needed • Manage user accounts and access across multiple platforms • Ensure timely, accurate case handling and maintain high service standards • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations