Global Head of AI-Driven Customer Support

Celigo; Northern (KY); Hybrid; USD 175,000 - 210,000; Full time

Benefits offered by this job

Three weeks of vacation starting year

Wellness days and holidays

Parental leave

Monthly tech stipend

Job summary

Celigo seeks a Head of Customer Support to lead a global team and redefine AI-era customer support. The role sits in the Customer Experience organization and focuses on driving platform adoption, reducing time-to-value, and building scalable AI-enabled support workflows.

You will partner with Product, Engineering, Customer Success, and Professional Services to close gaps, improve self-service, and align support metrics with business outcomes.

Qualifications

• 10+ years building and leading high-performing technical support teams in multi-geo or virtual environments.
• 5+ years in a SaaS organization with improving customer adoption and platform usage.
• Proven experience implementing AI in a support environment with measurable results.
• Experience leading offshore and internationally distributed teams.
• Proven track record building self-service knowledge programs that reduce ticket volume.

Responsibilities

• Own the full support outcome from first contact to platform adoption and resolve root causes.
• Lead and develop a global team and coach agents to drive customer value.
• Use AI to scale support with AI-assisted workflows and self-service automation.
• Define and track metrics reflecting impact: platform adoption, time-to-value, self-service deflection, customer health.
• Own knowledge strategy and build a best-in-class knowledge base.

Skills

Ticket signals

AI tooling

Cross-functional collaboration

Customer health focus

Leadership in support

Communication across functions

Tools

Zendesk Suite

Snowflake

Claude/OpenAI

Job description

Celigo seeks a Head of Customer Support to lead a global team and redefine AI-era customer support. The role sits in the Customer Experience organization and focuses on driving platform adoption, reducing time-to-value, and building scalable AI-enabled support workflows.

You will partner with Product, Engineering, Customer Success, and Professional Services to close gaps, improve self-service, and align support metrics with business outcomes.