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Head of Customer Support
Full-time
Celigo is looking for a Head of Customer Support to lead a high-performing global team and redefine support in an AI-era company. Sitting inside the Customer Experience organization, this role is accountable not just for resolving issues but for closing the gap between where customers are and where they could be on the platform.
What you would do
Own the full support outcome from first contact to platform adoption, championing systemic fixes so problems don't recur.
Lead and develop a global team that treats each interaction as an opportunity to move customers closer to value.
Use AI to build a support operation that scales without sacrificing quality, deploying AI-assisted workflows, intelligent routing, and self-service automation.
Define metrics that reflect genuine impact: platform adoption, time-to-value, self-service deflection, and customer health.
Own the knowledge strategy end-to-end, building a best-in-class knowledge base for customers and agents.
Partner with Product, Sales, and Customer Success to connect support signals to expansion and retention.
What we're looking for
10+ years building and leading high-performing technical support teams in multi-geo environments.
5+ years in SaaS improving customer adoption and platform usage, not just support efficiency.
Proven experience implementing AI in support: knowledge base automation, AI-assisted ticketing, or self-service deflection.
Hands-on expertise with Zendesk, Snowflake, and AI platforms such as Claude or OpenAI.
