Head of Customer Support

Integration meets innovation Celigo is a modern integration and automation platform (iPaaS) on a mission to simplify how companies integrate, automate, and optimize processes. Purpose-built for mission-critical processes, Celigo offers unique tools such as runtime AI and prebuilt integrations tailored to resolve the biggest integration challenges, making Celigo incomparably easier to maintain. If you are passionate about solving integration challenges and believe that integration should be easy and simple for both technical and business users, then this is the role for you The Head of Customer Support is responsible for driving customer success by leading a high-performing team and managing both onshore and offshore resources. This role focuses on delivering a world-class customer experience through efficient multi-channel support, resolving complex technical issues, and continuously enhancing customer satisfaction and operational effectiveness. What would you do, if hired? Strategic Leadership Develops and executes the support department's long-term vision, goals, and strategies aligned with overall company objectives. Collaborates with senior management to integrate support initiatives with other departments, such as Product, Engineering, and Sales. Manages the support department's budget, ensuring resources are allocated responsibly to achieve objectives. Leverages data analysis to identify trends and make data-driven decisions to enhance support operations across all teams. Team Management Leads and inspires a diverse team of support professionals through hiring, training, and performance management. Fosters a positive and inclusive work environment that promotes growth, motivation, and continuous improvement. Establishes performance metrics and key performance indicators (KPIs) to evaluate support team effectiveness. Provides continuous feedback, coaching, and development opportunities to ensure team members remain experts in the company's software. Customer Experience Maintains high standards for customer satisfaction by ensuring prompt, efficient, and empathetic resolution of customer issues. Handles critical customer escalations and collaborates with relevant teams to ensure timely resolution. Strengthens the company’s reputation as a trusted advisor to customers by driving innovation and accountability to consistently exceed expectations. Monitors and analyzes customer feedback and support metrics to identify areas for improvement and enhance satisfaction across all teams. Multi-Channel Support & Efficiency Develops and executes strategies to optimize support channels (chat, email, phone, social media) for resource efficiency while enhancing the customer experience. Drives the use of support data to shape and evolve the knowledge base, empowering customers with self-service resources and equipping agents with tools to resolve issues efficiently. Implements proactive engagement tools and strategies, such as chat-based outreach during trials, to improve trial-to-paid user conversion rates through timely support and personalized assistance. Defines and monitors performance metrics (e.g., CSAT, FRT, AHT, FCR) across all support channels using tools like Zendesk, ensuring efforts align with business objectives. Optimizes agent utilization by leveraging support technology, balancing workloads between teams, and implementing skill-based routing to ensure efficient issue resolution. Quality Assurance Develops and enforces quality assurance programs to maintain consistency and adherence to support standards. Monitors customer interactions to ensure compliance with policies, procedures, and regulatory requirements. Ensures quality and consistency in all customer support interactions by setting clear, accountable performance measures. Supervisory Responsibilities Manages a large team of professionals, responsible for planning, developing, and monitoring team and individual performance goals and objectives. Who are we looking for? 10+ years of experience building and managing high-performing technical support teams in a multi-geo and/or virtual environment. 5+ years in a SaaS-based organization with demonstrable achievements in end-user support that drive adoption and software usage. Proven experience managing offshore resources and coordinating with international teams. Proficiency in collaborating with globally distributed teams and remote Product and Engineering organizations while achieving successful outcomes across time zones. Hands-on experience with multi-channel support platforms, especially Zendesk, including Support, Chat, Guide (Knowledge Base), and Explore (Reporting & Analytics). Familiarity with implementing or transitioning to multi-channel systems and optimizing them for customer interaction efficiency. Experienced in creating and optimizing customer-facing knowledge resources to ensure accuracy, accessibility, and value while leveraging data-driven insights to reduce support tickets and improve first-contact resolution. Celigo reasonably expects to pay a base salary between $175,000 per year and $220,000 per year for this position. Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made. Why Celigo Celigo is a Visionary in the 2024 Gartner Magic Quadrant for iPaaS, a 2024 Gartner Customer Choice for iPaaS, a G2 iPaaS Leader, and a recognized leader in AI. Remote-first culture Competitive compensation High-growth, collaborative, and inclusive work environment Starting with your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends Generous benefits package, including parental leave Monthly tech stipend Recognition opportunities Diversity, Equity, Inclusion, and Accessibility As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with strong representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand . Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age (40 and over), disability (physical or mental), sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, condition (associated with cancer, a history of cancer, or genetic characteristics) military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Employees and applicants are also protected against retaliation. Consistent with federal and applicable state laws, acts of retaliation against an employee or applicant who engages in protected activity, such as reporting discrimination or harassment or participating in the EEO process, whistleblowing, or the exercise of any appeal or grievance right provided by law will not be tolerated by Celigo. #LI-AL1 #J-18808-Ljbffr