Senior Director, Customer Support

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $175k - $210k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Celigo

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

💰 $48M Series C on 2021-12

SaaS

Celigo is a world-class integration platform as a service (iPaaS) designed to facilitate automation of both common and custom business processes. It empowers IT and business teams to enhance agility and foster innovation within their organizations, particularly focusing on integration and digital transformation. The platform specializes in areas such as SaaS, Ecommerce, and Cloud Applications, making it a robust solution for modern business integration needs.

📋 Description

• Own the full support outcome from first contact through platform adoption and champion systemic fixes • Lead and develop a global customer support team • Deploy AI-assisted workflows, intelligent routing, and self-service automation • Define and manage impact-focused support metrics, including adoption, time-to-value, self-service deflection, CSAT, FRT, and FCR • Own the knowledge strategy and build a best-in-class knowledge base • Use support data to identify adoption gaps, onboarding friction, and product pain points • Partner with Product, Sales, Customer Success, Engineering, and senior leadership • Connect support signals to expansion opportunities and retention risk • Manage the support organization’s budget and allocate resources for impact

🎯 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 demonstrated track record of improving customer adoption and platform usage • Proven experience implementing AI in a support environment, including knowledge base automation, AI-assisted ticketing, or self-service deflection programs with measurable results • Demonstrated ability to lead teams through meaningful culture change, shifting success metrics, and building new capabilities from the ground up • Experience managing offshore and internationally distributed teams with consistent outcomes across time zones • Hands-on expertise with Zendesk (Support, Chat, Guide, Explore), Snowflake, and AI platforms such as Claude or OpenAI • Proven track record building self-service knowledge programs that reduce ticket volume and accelerate customer time-to-value • Fluent with AI tools and knowledgeable about responsible AI use in customer-facing contexts • Ability to communicate clearly across Product, Engineering, and executive teams

🏖️ Benefits

• 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 • Competitive compensation • Remote-first culture • Lightspeed learning opportunities • Inclusive, high-growth work environment

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