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Locations: Remote, United States

Overview

We’re looking for a Senior Director to lead Supportability at GitHub – the discipline responsible for ensuring our Support organization can deliver a world‑class customer experience as the platform grows. This role sits within the Technical Customer Support job family and leads the operational, technical, and cross‑functional systems that enable Support to scale effectively. You will develop and optimize processes, workflows, and operating models for handling issues at scale, including ticket pipeline management, automation, self‑service, product supportability, and team enablement. You’ll oversee the design of training programs, knowledge standards, and readiness processes that ensure Support teams have the technical depth, product expertise, and operational clarity needed to resolve customer issues efficiently. Partner deeply with Engineering, Product, and Design leadership to improve product supportability, influence roadmap decisions, and ensure new features are support‑ready at launch.



Drive cross‑team initiatives that reduce friction, strengthen customer advocacy, and improve the end‑to‑end support experience. Lead organizational health efforts, set annual priorities, and guide executive‑level communication across internal audiences. This role requires a systems thinker who can lead operational transformation, manage complex business needs, and build scalable models grounded in data, AI, and continuous improvement. You will manage and develop a high‑performing team, foster a culture of learning and collaboration, and deliver measurable improvements in customer satisfaction, resolution efficiency, and cost‑to‑serve.

Responsibilities
- Develop and optimize processes for handling tickets at scale, ensuring efficient workflows, best practices, and operational excellence.
- Lead Supportability strategy, connecting AI, automation, process innovation, and operational design to GitHub’s growth.
- Build scalable operating mo

Postúlate en Kit Empleo: kitempleo.cl/empleo/1cq69k

📌 Sr. Dir, Supportability (Santiago)
🏢 Kubelt
📍 Santiago