Global Head of AI-Driven Customer Support & Platform Adoption

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

Benefits offered by this job

Three weeks of vacation

Wellness days

Parental leave

Monthly tech stipend

Generous benefits

Job summary

Celigo is seeking a Senior Director, Customer Support to lead a global team in redefining AI-era customer support. This role sits in the Customer Experience organization and focuses on end-to-end support outcomes, platform adoption, and systemic fixes.

You will coach and hire for outcomes, deploy AI-enabled workflows, and partner with Product, Engineering, and Success teams to ensure customers realize value from the Celigo platform.

Qualifications

• 10+ years leading technical support teams in multi-geo or virtual environments.
• 5+ years in a SaaS organization with focus on customer adoption and platform usage.
• Proven experience implementing AI in a support context with measurable results.
• Experience leading offshore and internationally distributed teams.
• Hands-on expertise with Zendesk, Snowflake, and AI platforms; connect support tooling to customer health data.
• Proven track record building self-service knowledge programs to reduce tickets.

Responsibilities

• Own the full support outcome from first contact to platform adoption and systemic fixes.
• Lead and develop a global team, coaching agents to drive real customer value.
• Use AI to scale support with AI-assisted workflows, intelligent routing, and self-service automation.
• Define metrics reflecting impact: platform adoption, time-to-value, self-service deflection, customer health.
• Own knowledge strategy and align insights with leadership for product improvements.

Skills

Team leadership

AI in support

Cross-functional collaboration

Customer insights

Performance metrics

Communication across functions

Strategic mindset

Change management

Mentoring and coaching

Tools

Zendesk

Snowflake

Claude

OpenAI

Job description

Celigo is seeking a Senior Director, Customer Support to lead a global team in redefining AI-era customer support. This role sits in the Customer Experience organization and focuses on end-to-end support outcomes, platform adoption, and systemic fixes.

You will coach and hire for outcomes, deploy AI-enabled workflows, and partner with Product, Engineering, and Success teams to ensure customers realize value from the Celigo platform.