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.
What the Team is Saying
What We Do
Cleo is an ecosystem integration software company focused on business outcomes, ensuring each customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of B2B enterprise data. Cleo gives customers strategic, “outside-in” visibility into the critical end-to-end business flows happening across their ecosystems of partners and customers, marketplaces, and internal cloud and on-premise applications. Our solutions empower teams to drive business agility, accelerate onboarding, facilitate modernization of key business processes, and capture new revenue streams by reimagining and remastering their digital ecosystem through robust application, B2B, and data integration technologies.
Cleo Integration Cloud (CIC) is a cloud-based integration platform, purpose-built to design, build, operate and optimize critical ecosystem integration processes. The CIC platform brings end-to-end integration visibility across API, EDI and non-EDI integrations that gives technical and business users the confidence to rapidly onboard trading partners, enable integration between applications, and accelerate revenue-generating business processes. On the platform, businesses have the choice of self-service, managed services, or a blended approach – ensuring complete flexibility and control over their B2B integration strategy.
Cleo isn't just about EDI, iPaaS, API integration, or managed integration services. Rather we are about blending the best elements of these traditional integration technologies into a single platform, so organizations can connect and transact business across their entire ecosystem with complete confidence.
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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Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
