Head of Global Customer Support & AI-Driven Experience

Celigo; United States; À distance; USD 175 000 - 210 000; Plein temps

Avantages offerts par ce poste

Remote-first culture

Three weeks vacation (starting year 1)

Wellness days and holidays

Parental leave

Monthly tech stipend

Résumé du poste

Celigo is seeking a Head of Customer Support to lead a global team and redefine support in an AI-enabled iPaaS environment. You will own the end-to-end support outcome, collaborating with Product, Engineering, and Customer Success to ensure customers realize value from the platform.

You will deploy AI-powered workflows, govern knowledge strategies, and measure impact on platform adoption and time-to-value while managing a multi-region team and budget in a remote-first setup.

Qualifications

• 10+ years building and leading technical support teams in multi-geo or virtual environments.
• 5+ years in a SaaS organization with proven adoption impact.
• Experience implementing AI in a support environment with measurable results.
• Leads offshore and international teams with time-zone alignment.
• Hands-on with Zendesk, Snowflake, and AI platforms like Claude or OpenAI.
• Proven track record building self-service knowledge programs that reduce tickets.

Responsabilités

• Own the full support outcome from first contact to platform adoption.
• Lead and develop a global team; coach agents to drive customer value.
• Use AI to scale support with automated workflows and self-service.
• Define and track metrics: adoption, time-to-value, self-service deflection, health.
• Own knowledge strategy end-to-end and improve self-serve resolution.
• Partner with Product, Sales, and Customer Success to drive opportunities.
• Manage the support budget to maximize impact.

Connaissances

Leadership

AI in support

Cross-functional

Data-driven decisions

Remote team mgmt

Customer adoption

Outils

Zendesk

Snowflake

Claude

OpenAI

Description du poste

Celigo is seeking a Head of Customer Support to lead a global team and redefine support in an AI-enabled iPaaS environment. You will own the end-to-end support outcome, collaborating with Product, Engineering, and Customer Success to ensure customers realize value from the platform.

You will deploy AI-powered workflows, govern knowledge strategies, and measure impact on platform adoption and time-to-value while managing a multi-region team and budget in a remote-first setup.