Technical Support and Customer Team Leader

Cloudfy is a leading B2B e-commerce platform powering manufacturing distribution and service businesses worldwide. Delivered on a single cloud platform Cloudfy allows you to trade online with your customers while fully integrating orders pricing product and stock data with a range of ERP warehouse and accounting back office systems.

Our total focus at Cloudfy is to help you sell more reduce costs to serve allow your customers to self-service 24/7 and provide a completely integrated solution.

Back in 2010 a team of seasoned e-commerce experts formed Cloudfy to address the need for a B2B-focused e-commerce platform. Since then we have continued to invest and refine Cloudfy with offices in the UK USA Australia and Singapore.

Role overview

As a Technical Support & Customer Team Leader at Cloudfy you will take ownership of Tier 1 and Tier 2 client relationships and the daytoday customer support operation. You will guide issues from start to finish act as the main escalation point and ensure client work delivers clear value.

You will focus on coordination ownership and delivery. You will work with clients and internal technical and project teams translating technical detail into clear plain language. You will not write code but you will work within technical environments across SaaS and ecommerce platforms.

The role would suit someone comfortable seeing issues and initiatives through to completion maintaining consistent followthrough on actions escalations and service improvements.

Note: You will work on-site from our Leicester office 4 days per week and 1 day per week remotely.

As a Technical Support and Customer Team Leader at Cloudfy you will:

• Lead Tier 1 and Tier 2 client relationships from onboarding through ongoing support.

• Represent client interests and ensure issues are resolved end-to-end.

• Be an escalation point for complex or highrisk matters.

• Support client retention and longterm account growth through consistent followthrough.

• Gather client requirements and define the scope for small pieces of work.

• Prepare clear and accurate commercial quotes.

• Contribute to retainer discussions to align client needs with delivery plans.

• Spot opportunities to extend or deepen existing client engagements.

• Support issues and retainer tasks through to completion leaving systems and relationships in a better state.

• Coordinate with technical and project teams to remove delivery blockers.

• Keep clients and our teams informed through clear regular updates.

• Take responsibility for small projects delivered by the Project Team from start to close.

• Guide support and develop a small Customer Support team.

• Step into complex customer issues as part of the escalation rota.

• Help shape support processes standards and ways of working.

• Participate in a 24/7 critical support rota when required.

You will bring:

• Experience working in customer success client services account management or technical support within B2B SaaS technology or ecommerce environments.

• Experience owning client relationships and coordinating ongoing client work.

• Comfort working with technical and delivery teams as a facilitator between groups.

• A practical handson mindset with a focus on resolving issues rather than passing them on.

• Willingness to take shared responsibility for critical outofhours support.

And in return Cloudfy offers:

• Unlimited Holiday (paid annual leave)

• Private Health Plan

• Mental Health well-being services

• Perks Programme (inc. well-known energy retail and health)

• EAP Programme

• Pension scheme

• Cycle to Work Scheme

• Referral scheme

Why Us

At Cloudfy we understand that managing diversity is an ongoing journey rather than a one-time effort. Thats why we commit to developing and reviewing our diversity strategy to align with our business objectives and effectively address the varied needs of our clients.

As a rapidly expanding global organisation we prioritise fairness and inclusion ensuring that all recruitment development and appraisal decisions are based on merit skills and potential. We take pride in staying informed about employment laws and best practices to promote equal opportunities and foster a diverse workforce.