Head of Customer Support

##### **Integration meets Innovation** At Celigo, we believe integration should empower innovation, not exhaust it. As a modern Integration and Automation Platform (iPaaS), we're on a mission to simplify how companies integrate, automate, and optimize processes. Powered by game\-changing technology like runtime AI and prebuilt, mission\-critical integrations, Celigo is redefining how businesses connect their world. 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. ##### **What would you do if hired?** * Own the full support outcome from first contact to platform adoption. When an issue surfaces, move on to the root cause before being asked and do not let resolution stop at "closed." Partner with Product, Engineering, Customer Success, and Professional Services to make sure no customer falls through the cracks, and champion systemic fixes so the same problem does not recur. * Lead and develop a global team that sees each interaction as an opportunity to move customers closer to real value. Coach agents to ask whether the customer is getting results from the platform, not just whether the ticket is closed. Hire and develop people who embody genuine curiosity and a personal stake in customer outcomes. * Use AI to build a support operation that scales without sacrificing quality. Deploy AI\-assisted workflows, intelligent routing, and self\-service automation to expand capacity and cut resolution time, freeing your team for the nuanced problems that require human judgment. Continuously explore new AI capabilities and make deliberate decisions about responsible deployment at scale. * Define and hold the team accountable to metrics that reflect genuine impact: platform adoption improved, time\-to\-value shortened, self\-service deflection increased, and customer health trending up. Track traditional benchmarks too (CSAT, FRT, FCR) but treat them as inputs, not the final score. * Own the knowledge strategy end\-to\-end. Build and maintain a best\-in\-class knowledge base that empowers customers to self\-serve and agents to resolve issues faster. Use support data to identify adoption gaps, onboarding friction, and product pain points that need systemic attention, then bring those insights to leadership with a clear recommendation, not just a report. * 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 the same ownership you bring to the work: allocate resources for impact, not coverage. ##### **Who are we looking for?** **Skills \& Abilities** * You see every ticket as a signal. You n