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.
What You Will Be Doing
- 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.
Your Qualifications
- 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
What the Team is Saying
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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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