200+ applicants

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Company

Celigo · 4 days ago

Head of Customer Support

United States

Full-time

Remote

Director/Executive

$175K/yr - $220K/yr

10+ years exp

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Responsibilities

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.

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.

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.

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.

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.

Manages a large team of professionals, responsible for planning, developing, and monitoring team and individual performance goals and objectives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Support LeadershipTechnical Support ManagementSaaS ExperienceMulti-Channel SupportZendesk ProficiencyData AnalysisPerformance MetricsQuality Assurance ProgramsCustomer Experience OptimizationKnowledge Base ManagementCustomer Feedback AnalysisTeam ManagementRemote CollaborationCoachingEmpathetic ResolutionProactive Engagement ToolsOffshore Resource ManagementTeam Performance Goals

Required

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.