Job Description
The role involves leading a global customer support team responsible for providing technical assistance, managing support operations, and ensuring effective support delivery for Celonis' process mining software. It requires coordinating with various teams, handling escalations, and fostering a customer-centric support environment.
Key Responsibilities
- Lead and develop the 2nd Level Customer Support team to ensure effective support for global customers and partners.
- Manage all aspects of customer support delivery, including daily operations, scheduling, and process refinement.
- Coordinate with regional and global teams to ensure consistency and effective resource allocation.
- Serve as the primary technical support contact for planning, installation, and integration of software.
- Develop team skills in technical expertise, interpersonal communication, and agility to support customer needs.
- Conduct performance reviews, provide coaching, and support career development for support team members.
Requirements
- Bachelor's or Master's degree in computer science, IT, engineering, management, or business
- At least 5 years of experience leading and developing Customer Support teams in a global and innovative environment, ideally in startup environments
- Strong customer focus and service mindset
- Excellent communication and interpersonal skills
- Ability to set individual goals and targets for the team and communicate the strategy, tactics, and behaviors required to achieve those goals
- Proven flexibility and ability to adapt to ambiguous and fast-changing situations
- Ability to manage high-pressure situations and drive escalations to resolution
- Proven experience in international customer handling and management
- ITIL Foundation Certification
Benefits & Perks
compensation/salary range not specified
work schedule: 24/7
hybrid working options
company equity RSUs
generous PTO
comprehensive benefits
extensive parental leave
dedicated volunteer days
access to gym subsidies
counseling and well-being programs
internal mobility and mentorship opportunities
Ready to Apply?
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