[Hiring] Head of Customer Support @Celigo

Role Description

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.

• Own the full support outcome from first contact to platform adoption.
• Partner with Product, Engineering, Customer Success, and Professional Services to ensure no customer falls through the cracks.
• Lead and develop a global team that sees each interaction as an opportunity for customer value.
• Use AI to build a support operation that scales without sacrificing quality.
• Define and hold the team accountable to metrics that reflect genuine impact.
• Own the knowledge strategy end-to-end, building and maintaining a best-in-class knowledge base.
• 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 a focus on impact.

Qualifications

• You see every ticket as a signal and connect support activity to customer adoption and company health.
• You move without waiting for perfection and iterate quickly on new challenges.
• You are energized by learning about industry trends and evolving AI tooling.
• You measure yourself by outcomes, not activity.
• You are fluent with AI tools and curious about their future applications.
• You communicate clearly across functions, translating support data into actionable insights.

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 track record of improving customer adoption and platform usage.
• Proven experience implementing AI in a support environment.
• Demonstrated ability to lead teams through meaningful culture change.
• Experience managing offshore and internationally distributed teams.
• Hands-on expertise with Zendesk and AI platforms such as Claude or OpenAI.
• Proven track record building self-service knowledge programs.

Benefits

• Remote-first culture built on trust, collaboration, and transparency.
• High-growth, inclusive work environment where innovation thrives.
• Three weeks of vacation (starting year one).
• Wellness days and holidays to recharge.
• Parental leave and a generous benefits package.
• Monthly tech stipend.
• Recognition and career development opportunities.