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Head of Customer Support

3 weeks, 4 days ago
United States
Full-time
Executive
Customer Support
Customer and Technical Support
Snowflake
Apply Now
Celigo

Celigo

Celigo is a leading integration platform as a service (iPaaS) provider that enables businesses to integrate, automate, and optimize their processes. With a focus on SaaS applications, Celigo offers solutions to extend functionality, improve visibility,...

IT Services
51-250
Founded 2011
$80M raised
View All Jobs 11

Description

  • Own the complete support customer journey from initial contact through issue resolution and platform adoption.
  • Lead, coach, hire, and develop a global technical support team focused on customer outcomes.
  • Implement AI-assisted workflows, intelligent routing, self-service automation, and responsible AI practices.
  • Define and manage performance metrics including adoption, time-to-value, self-service deflection, customer health, CSAT, FRT, and FCR.
  • Develop and maintain the company’s knowledge strategy and customer-facing knowledge base.
  • Analyze support data to identify adoption gaps, onboarding friction, and product issues, then recommend systemic improvements.
  • Collaborate with Product, Engineering, Customer Success, Professional Services, Sales, and senior leadership on customer issues, retention, and expansion.
  • Manage the support organization’s budget and allocate resources based on business impact.

Requirements

  • 10+ years of experience building and leading high-performing technical support teams in multi-geo or virtual environments.
  • 5+ years of experience in a SaaS organization with demonstrated success improving customer adoption and platform usage.
  • Proven experience implementing AI in support, including knowledge automation, AI-assisted ticketing, or self-service deflection programs.
  • Experience leading culture change, evolving success metrics, and building new support capabilities.
  • Experience managing offshore and internationally distributed teams across time zones.
  • Hands-on expertise with Zendesk Support, Chat, Guide, and Explore; Snowflake; and AI platforms such as Claude or OpenAI.
  • Demonstrated success building self-service knowledge programs that reduce ticket volume and accelerate time-to-value.
  • Strong cross-functional communication skills and the ability to use support data to influence executive and product decisions.

Benefits

  • Base salary range of $175,000–$210,000 per year, with potential variable incentives and additional compensation.
  • Remote-first culture based on trust, collaboration, and transparency.
  • Three weeks of vacation starting in the first year, plus wellness days and holidays.
  • Parental leave and a comprehensive benefits package.
  • Monthly technology stipend.
  • Learning, recognition, and career development opportunities.
  • Inclusive, high-growth work environment with collaborative colleagues.

Interested in this position?

Apply directly on the company website

Apply Now

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