Senior Director, Customer Support

Celigo

. Own the full support outcome from first contact through platform adoption and champion systemic fixes .

Posted 10/31/2026full-timeRemote • United StatesSenior💰 $175,000 - $210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading high-performing technical support teams within SaaS environments, focusing on customer adoption, platform usage, and the implementation of AI-assisted workflows. Proven ability to manage support metrics and build effective knowledge strategies that enhance customer experience and operational efficiency.

Highest-signal resume keywords

Technical Support LeadershipAI Implementation in SupportSaaS Customer AdoptionKnowledge Base DevelopmentCross-Functional Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Metrics ManagementCustomer Success StrategiesSelf-Service AutomationOnboarding OptimizationData Analysis for Adoption Gaps

Soft Skills

Team LeadershipCultural Change ManagementClear Communication

Tools & Technologies

ZendeskSnowflakeAI PlatformsClaudeOpenAI

Industry Keywords

SaaSCustomer SupportMulti-Geo TeamsVirtual EnvironmentsCustomer Experience

Tech Stack

Tools & technologies

Snowflake

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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