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:
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.
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.
Customer Relationship Management: Build solid relationships with key customers, understanding their business needs,



challenges, and objectives to deliver personalized support and drive customer success.
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.
Issue Resolution: Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
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.
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.
Training and Development: Develo

📌 Support Manager (Bengaluru)
🏢 Cleo Software
📍 Bengaluru