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 teameffectiveness and individual growth.2. Customer Support Management: Oversee the day-to-day operations of thesupport team, including ticket management, escalation handling, andresolution tracking, to meet service level agreements (SLAs) and customerexpectations.3. Customer Relationship Management: Build strong relationships with keycustomers, understanding their business needs, challenges, and objectives todeliver personalized support and drive customer success.4. Technical Expertise: Maintain a deep understanding of our cloud platformand its functionality, serving as a subject matter expert to assist with complextechnical issues and troubleshooting.5. Issue Resolution: Collaborate with cross-functional teams to identify andresolve customer issues promptly, ensuring minimal disruption to businessoperations.6. Process Improvement: Continuously assess and optimize supportprocesses, tools, and workflows to enhance efficiency, scalability,



andcustomer satisfaction. Implement best practices and standards for supportoperations.7. Performance Monitoring and Reporting: Track and analyze support metricsand 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 forsupport team members to enhance their technical skills, product knowledge,and customer service capabilities. Foster a culture of continuous learning andprofessional development. Qualifications: Bachelor's degree in computer science, information technology, businessadministration, or a related field. Proven experience in a leadership role within a EDI/B2B SaaS cloud supportenvironment. Strong technical background with expertise in EDI mapping and businessprocess 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 acollaborative and inclusive work setting. Analytical mindset with the ability to analyse data, identify trends, and makedata-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 serviceand building long-term customer relationships.This is a complete night shift position with timings 9:30 PM - 6:30 AM. Applyonly if you are fine with the shift timings.Send your resume to [email protected] for more details.

📌 Support Manager - Edi/Supply Chain Domain Experience - Ctc 50 L (India)
🏢 CareerXperts Consulting
📍 India