As a Cloud Support Leader for 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 robust 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. Tr

📌 Support Manager (India)
🏢 CareerXperts Consulting
📍 India