Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.
The Support Delivery Escalation Manager is a highly motivated professional responsible for overseeing escalation management procedures through collaboration and adherence to processes, procedures, and guidelines. The primary focus of this position is to increase customer satisfaction through proactive, professional customer support for SaaS (Software as a Service) customers, exceeding the customer’s expectations.
- Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction. Aided with coordinating customer meetings when necessary.
- Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs. Track the progress of customer-initiated tickets and focus on follow-up requirements.
- Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.
- Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.
- Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.
- Excellent communication and interpersonal skills across various business and technical levels, including Support, Professional Services, and Product Development.
- Build solid, long-term customer relationships and generate happy, referenceable customers.
- Continually refine/improve strategy to deliver Cleo-quality support.
- Supply input on user technology and application needs and requirements.
- Perform more duties as assigned.
- Bachelor’s degree preferred
- 3+ years managing a technical support team in a cloud environment or comparable industry.
A few things we have to offer:
- Competitive compensation
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.
Top Skills
What We Do
We launched in 2016 because banking is boring and broken. Cleo’s not a bank - she’s got your back. As a result, we’re currently the most trusted AI assistant for personal finance out there, just ask TrustPilot. Our mission? To change the world's relationship with money.
So, what exactly is Cleo?
Using simplicity and humor, she’s helped over 7 million people improve their relationship with money and financial health. She’s a platform for the 99% – an AI assistant defining a new category, one that goes beyond saving and budgets to actually changing how we feel about our finances.
Through chat, she provides you with deep insight about your money, while suggesting personalized financial products that increase your ability to save. That said, it’s really our tone of voice that makes us special.
We’re a product for the next generation. We’re meeting our users where they are and building the type of relationship they expect. That also means dropping the BS.
