Team Lead - Technical Support

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

We're Celonis, the global leading Process Mining software company and one of the world's fastest-growing SaaS firms. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as a Team Lead Customer Support for our Raleigh office.

We are the team responsible for the technical support of our global customers and partners for all questions related to our software. We form the internal interface between our customers and our consulting, data science, development, product management and OEM partner.

As part of the 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software. You will be the primary contact for the planning, installation and integration of our software, as well as for answering and documenting technical questions.

• Enable the Customer Support Engineers' success by developing a transparent, collaborative, and customer centric team. Ensure your team builds the agility, technical expertise and interpersonal skills needed to support our global customers and partners effectively
• Conduct performance reviews, provide coaching, share feedback regularly and partner with employees on career development by applying our Celonis Values
• Manage all aspects of customer support delivery, including daily operations, scheduling, meetings, addressing customer feedback, creating and refining support processes
• Foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses
• Partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources
• Work schedule:
  
  24by7

• Bachelor's or Master degree in computer science, IT, engineering, management, business
• 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, addition ITIL Certificates are a plus

• Pioneer Innovation: Work with the leading, award-winning process mining technology, shaping the future of business.
• Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
• Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more. Interns and working students explore your benefits here.
• Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
• Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
• Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do:
  Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
• Collaborate Globally: Join a dynamic, international team of talented individuals.
• Empowered Environment: Contribute your ideas in an open culture with autonomous teams.

Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living…