Cloud Support Manager
Cloud Support Manager
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1 Vacancy
Job Description
We build. We create impact.
As manager for the Cloud support experts you oversee the operations of the expert support teams ensuring that our customers receive timely highquality assistance. The role involves managing support engineers who are working 24/7 developing and implementing support strategies and working closely with other departments to ensure customer satisfaction. The ideal candidate will have strong leadership skills proven handson technical experience a deep understanding of customer service principles and the ability to thrive in a fastpaced environment.
Our teams build and maintain our SaaS application which manages more than 100 million IoT devices in more than 25.000 stores 24/7. We are processing more than 200 million data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the director of Cloud youll have the following missions:
Team Management:
- Lead mentor and develop customer support experts to deliver exceptional service.
- Coordinate different teams ensure clear communication proper handovers and shared processes.
- Conduct regular team reviews provide feedback and identify areas for development.
- Foster a positive and collaborative environment.
Customer Support Operations:
- Oversee daily operations of the cloud support department ensuring SLAs are met and issues tackled.
- Review KPIs and SLAs identifying trends issues and actions.
- Review and challenge support processes ensuring they are efficient and customer focused.
- Lead high priority escalated or complex customer issues ensuring swift and satisfactory resolution communication and customer satisfaction.
Process Improvement:
- Identify opportunities for improving support processes and tools to enhance efficiency and customer satisfaction.
- Ensure best practices for customer support are implemented including the use of knowledge bases automation and other tools.
- Lead initiatives to improve the customer experience based on feedback and data analysis.
Collaboration and Communication:
- Work closely with other departments such as Engineering Field Services Product Development Project Management and IT to ensure seamless customer support and resolve any crossfunctional issues.
- Serve as a liaison between the customer support experts and senior management providing regular updates on team performance and customer feedback.
- Collaborate on product updates and launches to ensure the support team is wellprepared to assist customers.
Customer Experience Management:
- Develop strategies to enhance the overall customer experience and ensure high levels of customer satisfaction and loyalty.
- Conduct customer and internal satisfaction surveys and analyze feedback to identify areas for improvement.
- Track and report on customer satisfaction metrics and trends.
Training and Development:
- Ensure that learnings are documented and shared across members and teams.
- Follow new product launches and innovations and ensure that the team is informed and trained.
- Create and implement training programs for support experts focusing on product knowledge customer service skills and problemsolving abilities.
- Stay up to date with company changes industry trends and customer service innovations to keep the team informed and effective.
Qualifications :
Qualifications were looking for.
- Experience:
- 7 years of experience in customer support roles preferably in a SaaS environment.
- Experience working with retail companies would be appreciated.
- Handson technical experience: demonstrated ability to manage and resolve customer tickets particularly highpriority complex cases.
- Proven experience managing customer support teams in a fastpaced environment.
- Experiencing managing customer relationships leading and scaling support teams.
- Technical Skills:
- Strong understanding of SaaS products cloud technologies and webbased applications.
- Strong leadership and people management skills with the ability to inspire and motivate a team.
- Ability to analyze data and metrics to drive decisionmaking and process improvements.
- Proficiency with customer support software and tools such as Jira.
- Soft Skills:
- Excellent communication and interpersonal skills.
- Strong problemsolving skills with a customercentric approach.
- Ability to understand complex solutions and explain technical concepts to customers and leadership clearly and concisely.
- Mastering French German or Spanish would be a plus.
- Education:
- Bachelors or masters degree in computer science Information Technology or a related field.
We innovate. We help communities thrive.
VusionGroup has an international presence in 19 countries. In joining us youll be part of a globally distributed team of intellectually curious committed and collaborative coworkers.
The work is fast paced challenging and ambitious. Here you will feel valued for your contributions as we reinvent modern commercetogether.
We feel supported. You will too.
VusionGroup is a place where people feel safe happy and respected. We offer programs and benefits to support you in whatever comes next in your life including:
- Generous paid time off (PTO): 35 days PTO to enable work/life integration and promotes a culture of trust.
- Health & Wellness: Eligibility for healthcare benefits begin day one plus retirement savings plans.
- Financial future: While retirement savings plans vary by country we help you plan for your future.
- FamilyFirst Support: Navigate family challenges with our assistance securing time for both your loved ones and selfcare.
- Hybrid work: Find your balance with two days working from home three days in the office plus the freedom to work anywhere for up to two weeks a year.
- Time off to volunteer and give back to your community.
- Career Growth: Elearning opportunities and workshops and global mobility potential
- Commute benefits: up to $100/month per employee for commuting expenses.
- Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
