Head of Customer Support

Celigo

6d•Remote

About The Position

Celigo is looking for a Head of Customer Support to lead a high-performing global team and redefine what customer support looks like in an AI-era company. This role sits inside the Customer Experience organization and is accountable not just for resolving issues, but for closing the gap between where customers are and where they could be on the Celigo platform.

Requirements

10 or more years building and leading high-performing technical support teams in multi-geo or virtual environments.
5 or more years in a SaaS organization with a demonstrated track record of improving customer adoption and platform usage, not just support efficiency.
Proven experience implementing AI in a support environment: knowledge base automation, AI-assisted ticketing, or self-service deflection programs with measurable results.
Demonstrated ability to lead teams through meaningful culture change, shifting success metrics, and building new capabilities from the ground up.
Experience managing offshore and internationally distributed teams with consistent outcomes across time zones.
Hands-on expertise with Zendesk (Support, Chat, Guide, Explore), Snowflake, and AI platforms such as Claude or OpenAI, with a clear understanding of how support tooling connects to customer health data.
Proven track record building self-service knowledge programs that reduce ticket volume and accelerate customer time-to-value.

Nice To Haves

You see every ticket as a signal. You naturally connect day-to-day support activity to the bigger picture of customer adoption and company health, and you use that perspective to influence decisions beyond your own team.
You move without waiting for perfection. When a new challenge surfaces, you ship a first approach, gather real feedback from the team and customers, and iterate quickly. You know that a thoughtful start beats a delayed rollout every time.
You are energized by learning how things work and where they are heading. You stay ahead of industry trends, product capabilities, and evolving AI tooling without being prompted, and you bring that knowledge into the work proactively.
You measure yourself by outcomes, not activity. You do not stop at "the queue is clear." You ask whether the customer is actually succeeding and hold yourself accountable to that answer.
You are fluent with AI tools and genuinely curious about where they are going. You know how to deploy AI-assisted support workflows, self-service knowledge systems, and intelligent automation, and you have a clear perspective on the limits of responsible AI use in customer-facing contexts.
You communicate clearly across functions. You translate support data and insights into language that lands with Product, Engineering, and the executive team, and you use evidence to tell the story rather than just to report what happened.

Responsibilities

Own the full support outcome from first contact to platform adoption. When an issue surfaces, move on to the root cause before being asked and do not let resolution stop at "closed."
Partner with Product, Engineering, Customer Success, and Professional Services to make sure no customer falls through the cracks, and champion systemic fixes so the same problem does not recur.
Lead and develop a global team that sees each interaction as an opportunity to move customers closer to real value. Coach agents to ask whether the customer is getting results from the platform, not just whether the ticket is closed. Hire and develop people who embody genuine curiosity and a personal stake in customer outcomes.
Use AI to build a support operation that scales without sacrificing quality. Deploy AI-assisted workflows, intelligent routing, and self-service automation to expand capacity and cut resolution time, freeing your team for the nuanced problems that require human judgment. Continuously explore new AI capabilities and make deliberate decisions about responsible deployment at scale.
Define and hold the team accountable to metrics that reflect genuine impact: platform adoption improved, time-to-value shortened, self-service deflection increased, and customer health trending up. Track traditional benchmarks too (CSAT, FRT, FCR) but treat them as inputs, not the final score.
Own the knowledge strategy end-to-end. Build and maintain a best-in-class knowledge base that empowers customers to self-serve and agents to resolve issues faster. Use support data to identify adoption gaps, onboarding friction, and product pain points that need systemic attention, then bring those insights to leadership with a clear recommendation, not just a report.
Partner with senior leadership across Product, Sales, and Customer Success to connect support signals to expansion opportunities and retention risk. Manage the support organization's budget with the same ownership you bring to the work: allocate resources for impact, not coverage.