Technical Support Manager
2 weeks ago
**Technical Support Manager**
Cleo is a cloud integration technology company that empowers businesses to realize their potential. Our solutions make it easy to discover and create value through the connections and integration of enterprise applications. As a Technical Support Manager, you will oversee escalation management procedures, ensuring prompt action and adequate traction for our SaaS customers.
**Key Responsibilities**
* Serve as a point of escalation for customers, coordinating meetings and resources as needed.
* Monitor queues and work with the team to ensure escalated cases are worked within SLAs.
* Oversee implementation handoffs from Professional Services to Support, providing guidance and direction.
* Verify that all requirements and supporting documentation are supplied when escalating issues.
* Analyze escalation volumes, coordinate reviews, and communicate resulting actions to the Support management team.
* Build solid, long-term customer relationships and generate happy, referenceable customers.
* Continually refine/improve strategy to deliver Cleo-quality support.
**Requirements**
* Bachelor's degree preferred.
* 3+ years managing a technical support team in a cloud environment or comparable industry.
**What We 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.
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