Head of Customer Support

$175,000 - $220,000/Yr

Celigo

Full-time - Senior

Publishing Industries

About the position

The Head of Customer Support at Celigo is responsible for leading a high-performing team to drive customer success and deliver a world-class customer experience. This role involves managing both onshore and offshore resources, resolving complex technical issues, and continuously enhancing customer satisfaction and operational effectiveness through strategic leadership and multi-channel support.

Responsibilities

• Develop and execute the support department's long-term vision, goals, and strategies aligned with overall company objectives.
• Collaborate with senior management to integrate support initiatives with other departments, such as Product, Engineering, and Sales.
• Manage the support department's budget, ensuring resources are allocated responsibly to achieve objectives.
• Leverage data analysis to identify trends and make data-driven decisions to enhance support operations across all teams.
• Lead and inspire a diverse team of support professionals through hiring, training, and performance management.
• Establish performance metrics and key performance indicators (KPIs) to evaluate support team effectiveness.
• Maintain high standards for customer satisfaction by ensuring prompt, efficient, and empathetic resolution of customer issues.
• Handle critical customer escalations and collaborate with relevant teams to ensure timely resolution.
• Monitor and analyze customer feedback and support metrics to identify areas for improvement and enhance satisfaction across all teams.
• Develop and execute strategies to optimize support channels (chat, email, phone, social media) for resource efficiency while enhancing the customer experience.
• Implement proactive engagement tools and strategies to improve trial-to-paid user conversion rates through timely support and personalized assistance.
• Develop and enforce quality assurance programs to maintain consistency and adherence to support standards.

Requirements

• 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.
• 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.

Nice-to-haves

• Experience 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.

Benefits

• 3-weeks of vacation
• wellness days
• holidays
• generous benefits package including parental leave
• monthly tech stipend
• recognition opportunities