Team Lead Customer Support

We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us.  

Team Lead Customer Support

The Team:

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.

The Role:

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

The work you’ll do:

• 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: Standard Monday-Friday with rotating 24x7 coverage as needed  

The qualifications you need:

• 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

What Celonis can offer you:

• The unique opportunity to work within a new category of technology, Execution Management
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
• Great compensation and benefits packages (stock options, retirement plan, generous time off, family leave from day one, and more)
• Mental well-being support (mindfulness tools such as Headspace, virtual events, and more)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Celonis reveals and fixes inefficiencies businesses can’t see, enabling them to perform at levels they never thought possible. Powered by its market-leading process mining core, the Celonis Execution Management System provides a full set of platform capabilities for business executives and users to eliminate billions in corporate inefficiencies, provide better customer experience and reduce carbon emissions. Celonis has thousands of implementations with global customers and is headquartered in Munich, Germany and New York City, USA with more than 23 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy