Cloud Support Manager (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
At RapidScale (a Cox Business company), we're looking for a Client Services Manager who takes pride in turning frustration into solutions. Interested in great benefits and a flexible work environment? Looking for strong, ethical leaders who truly care about the progress of your career? We might be a great fit!
What's In It For You?
Things like a great work-life balance and an inclusive company culture are important. At Cox, we're ahead of the game; they've been important to us for years! Here's a sneak peek at how you can benefit as a Cox employee:
• This isn't "just another customer service job." At Cox, our company culture honors and respects what you and other client/customer service professionals contribute to our continuing success. This is reflected in our passionate, empathetic, supportive and reliable people.
• We want our people to succeed, plain and simple. We're all about professional development, continuing education and helping your career grow.
• We want to work smarter, not harder. We prioritize making things easier for customers and colleagues alike.
• We all have lives and responsibilities outside of work. We have an exceptional work/life balance at Cox, with accommodating work schedules and flexible time-off policies.
• We show our appreciation for our talent with a competitive salary package and top-notch bonus & incentive plans.
• How does a great healthcare benefits package from day one sound? Multiple options are available for individuals and families. One employee-only plan could be FREE, if you participate in our health screening program.
• At Cox, we believe in being transparent - please click on this link (Cox Benefits Overview) to learn more about our amazing healthcare benefits.
• 10 days of free child or senior care through your complimentary Care.com membership.
• Generous 401(k) retirement plans with up to 8% company match.
• Employee discounts on hundreds of items, from cars to computers to continuing education.
• Looking to grow your family? You'll have access to our inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance. • Want to volunteer in your community? We encourage that, and even offer paid hours for you to do so.
It doesn't end there, either. Our benefits are as diverse as our employees at Cox, giving you the freedom to choose what works best for you and your family.
What You'll Do
You'll interface with several departments, but your priority is staying cool, calm and collected with customers who may be upset and frustrated by an incident. You'll be an effective leader, promoting teamwork and cooperation. You'll show a sense of urgency and a bias toward action. Other responsibilities include:
Team and Function Management (75%):
• Resolving all requests, incidents and problems including joining client calls.
• Coaching a team of 3 supervisors, who have a total of 15 individual contributors reporting to them. The total team size is 18.
• Developing processes that benefit the client services organization.
• Serving as the escalation point for your team members as needed and engaging upper management for additional support.
• Monitoring ticket and phone queues.
• Motivating your team to consistently deliver exceptional end-to-end client experience across all client tiers.
Department Analytics (15%):
• Gathering and assessing various data points to provide regular reporting on client and technology health.
• Reviewing all survey feedback to improve services, tools and the overall client services experience.
• Executing ticket deep dive analysis.
• Developing service- and business-level objectives to measure performance.
• Report team data to Director of Support identifying trends and action plans to remediate.
Other Responsibilities (10%):
• Overseeing the technical solutions repository and client documentation repository.
• Handling confidential information.
• Developing an effective framework for managing and improving customer IT support.
Who You Are
You're all about data and using it to tell impactful stories and drive business decisions. You're incredibly motivated with a growth mindset and a customer-centric attitude. You also have the following qualifications:
• A BA/BS with 6+ years of experience in a related field with at least 1 year of experience in a management/lead position, o OR a MS and 4 years of experience, o OR 10 years of experience in a related field without a degree.
• Experience working leading a front line support team, as a leader of leaders.
• Experience working within, influencing and/or leading end-user support operations.
• Experience managing large teams.
• Operational skill within Salesforce service console including report building and custom dashboard creation.
• Experience with Excel and PowerPoint.
• Superior communication skills.
Build a better future here - for our customers, communities and your own career. Apply today!
USD 97,100.00 - 161,800.00 per year
Compensation:
Compensation includes a base salary of $97,100.00 - $161,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.