EDI Support Manager

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.  In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years. 

SUPPORT MANAGER

Job Overview: As a Cloud Support Leader for Cleo Integration Cloud, you will be responsible for overseeing the support operations for our cloud integration platform. Your primary focus will be to lead a team of support specialists in providing exceptional technical support and customer service to clients, ensuring high levels of customer satisfaction and retention. You will collaborate closely with cross-functional teams to identify and resolve customer issues, drive process improvements, and contribute to the overall success of the organization.
Key Responsibilities:

1. Team Leadership: Lead and mentor a team of EDI/B2B support specialists, providing guidance, coaching, and performance feedback to ensure team effectiveness and individual growth.
2. Customer Support Management: Oversee the day-to-day operations of the support team, including ticket management, escalation handling, and resolution tracking, to meet service level agreements (SLAs) and customer expectations.
3. Customer Relationship Management: Build strong relationships with key customers, understanding their business needs, challenges, and objectives to deliver personalized support and drive customer success.
4. Technical Expertise: Maintain a deep understanding of our cloud platform and its functionality, serving as a subject matter expert to assist with complex technical issues and troubleshooting.
5. Issue Resolution: Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
6. Process Improvement: Continuously assess and optimize support processes, tools, and workflows to enhance efficiency, scalability, and customer satisfaction. Implement best practices and standards for support operations.
7. Performance Monitoring and Reporting: Track and analyze support metrics and KPIs, such as response times, resolution rates, and customer feedback, to measure performance, identify trends, and drive improvements.
8. Training and Development: Develop and deliver training programs for support team members to enhance their technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and professional development.

Qualifications:

• Bachelor's degree in computer science, information technology, business administration, or a related field.
• Proven experience in a leadership role within a EDI/B2B SaaS cloud support environment.
• Strong technical background with expertise in EDI mapping and business process orchestration, communication protocols like AS2, SFTP etc.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated ability to lead and motivate teams, drive results, and foster a collaborative and inclusive work environment.
• Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
• Experience with support ticketing systems other support tools.
• Strong problem-solving skills and attention to detail.
• Customer-focused mindset with a passion for delivering exceptional service and building long-term customer relationships.

This is a complete night shift position with timings 9:30 PM - 6:30 AM. Apply only if you are fine with the shift timings.

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.