Job Overview: As a Cloud Support Leader for Cleo Integration Cloud, you will be responsible for overseeing the support operations for our cloud integration platform. Your primary focus will be to lead a team of support specialists in providing exceptional technical support and customer service to clients, ensuring high levels of customer satisfaction and retention. You will collaborate closely with cross-functional teams to identify and resolve customer issues, drive process improvements, and contribute to the overall success of the organization.
Key Responsibilities:
- Team Leadership: Lead and mentor a team of EDI/B2B support specialists, providing guidance, coaching, and performance feedback to ensure team effectiveness and individual growth.
- Customer Support Management: Oversee the day-to-day operations of the support team, including ticket management, escalation handling, and resolution tracking, to meet service level agreements (SLAs) and customer expectations.
- Customer Relationship Management: Build strong relationships with key customers, understanding their business needs, challenges, and objectives to deliver personalized support and drive customer success.
- Technical Expertise: Maintain a deep understanding of our cloud platform and its functionality, serving as a subject matter expert to assist with complex technical issues and troubleshooting.
- Issue Resolution: Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
- Process Improvement: Continuously assess and optimize support processes, tools, and workflows to enhance efficiency, scalability, and customer satisfaction. Implement best practices and standards for support operations.
- Performance Monitoring and Reporting: Track and analyze support metrics and KPIs, such as response times, resolution rates, and customer feedback, to measure performance, identify trends, and drive improvements.
- Training and Development: Develop and deliver training programs for support team members to enhance their technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and professional development.
Qualifications:
- Bachelor's degree in computer science, information technology, business administration, or a related field.
- Proven experience in a leadership role within a EDI/B2B SaaS cloud support environment.
- Strong technical background with expertise in EDI mapping and business process orchestration, communication protocols like AS2, SFTP etc.
- Excellent communication, interpersonal, and customer service skills.
- Demonstrated ability to lead and motivate teams, drive results, and foster a collaborative and inclusive work environment.
- Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
- Experience with support ticketing systems other support tools.
- Strong problem-solving skills and attention to detail.
- Customer-focused mindset with a passion for delivering exceptional service and building long-term customer relationships.
This is a complete night shift position with timings 9:30 PM - 6:30 AM. Apply only if you are fine with the shift timings.
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What We Do
Join. Grow. Lead the Future of Supply Chain.
At Cleo, we don’t just integrate supply chains—we orchestrate them. As the pioneer and global leader of the Supply Chain Orchestration software category, Cleo is helping thousands of companies around the globe drive transformation, deliver excellence, and shape the future of their global operations.
Whether you're joining us from outside or growing within, Cleo is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth.
Why Join Us?
Strategic Influence: Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.
Innovation-Driven Culture: Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.
End-to-End Visibility: Lead across planning, sourcing, logistics, and fulfillment—connecting dots others can’t see.
Sustainability at the Core: Help build ethical, transparent, and sustainable supply chains that make a difference.
Why Grow with Us?
Leadership Development: Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career.
Internal Mobility: We prioritize internal talent—your next big opportunity could be just one conversation away.
Recognition & Impact: Your ideas matter. Your leadership is visible. Your success is celebrated.
Inclusive Community: Thrive in a diverse, collaborative environment where every voice is heard and respected.
Our Promise
We are a top talent destination for supply chain leaders technology who want to make bold moves, solve real-world problems, and grow without limits. Whether you’re stepping into your first leadership role or scaling new heights, your journey starts here.
Cleo … never stops
Why Work With Us
Cleo’s people share a genuine respect for each other and for the future we’re helping our customers to create. Beyond guiding how we act, and more important than driving us to deliver solutions that help our company and our customers succeed, our core focus on Appreciation creates something even more essential, for everyone: enduring value.
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