The Shift Lead is responsible for providing leadership and daily guidance to team members through collaboration and adherence to processes, procedures, and guidelines. This position's primary focus is to provide proactive, professional world-class product support for Cleo customers and exceed their expectations.
**WORKING HOURS 4 pm to Midnight CST**
What You Will Be Doing
- Lead day-to-day activities of the support teams by supplying guidance and direction as needed.
- Assist with triaging and managing issues and service requests assigned to the team. Assist members based on workload, complexity, and resource availability.
- Work with member managers to identify skillset gaps.
- Aid with setting prioritizations with production issues, releases, and new implementations
- Participate in implementation handoffs from Professional Services to Support
- Track the progress of tickets and focus on follow-up and meeting SLA requirements.
- Aid in finding the root cause of issues and communicating internally and externally.
- When escalating issues for further investigation, verify that all requirements, incident details, sample data, and other supporting documentation are supplied.
- Track and report on metrics for tickets assigned to support teams.
- Assist with onboarding of new personnel.
- Notify management of issues that may require more attention or escalation.
- Manage relationships with customers both internally and externally.
- Excellent communication and interpersonal skills across various business and technical levels, including Project Management, Support, Services, and Engineering.
- Assist leadership and management with the motivation of support teams.
- Build solid, long-term customer relationships and generate happy, referenceable customers.
- Supply input on user technology, application needs, and requirements and implement solutions as needed.
- Perform other duties as assigned.
Your Qualifications
- Bachelor's degree preferred
- 3+ years managing/leading 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
Similar Jobs
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.
Gallery
Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
