Support Shift Lead

The Shift Lead is responsible for providing leadership and daily guidance to team members through collaboration and adherence to processes, procedures, and guidelines. This position's primary focus is to provide proactive, professional world-class product support for Cleo customers and exceed their expectations.
**WORKING HOURS 4 pm to Midnight CST**
What You Will Be Doing

• Lead day-to-day activities of the support teams by supplying guidance and direction as needed.
• Assist with triaging and managing issues and service requests assigned to the team. Assist members based on workload, complexity, and resource availability.
• Work with member managers to identify skillset gaps.
• Aid with setting prioritizations with production issues, releases, and new implementations
• Participate in implementation handoffs from Professional Services to Support
• Track the progress of tickets and focus on follow-up and meeting SLA requirements.
• Aid in finding the root cause of issues and communicating internally and externally.
• When escalating issues for further investigation, verify that all requirements, incident details, sample data, and other supporting documentation are supplied.
• Track and report on metrics for tickets assigned to support teams.
• Assist with onboarding of new personnel.
• Notify management of issues that may require more attention or escalation.
• Manage relationships with customers both internally and externally.
• Excellent communication and interpersonal skills across various business and technical levels, including Project Management, Support, Services, and Engineering.
• Assist leadership and management with the motivation of support teams.
• Build solid, long-term customer relationships and generate happy, referenceable customers.
• Supply input on user technology, application needs, and requirements and implement solutions as needed.
• Perform other duties as assigned.

Your Qualifications

• Bachelor's degree preferred
• 3+ years managing/leading a technical support team in a cloud environment or comparable industry.

A few things we have to offer:

• Competitive compensation
• Great Healthcare + Dental + Vision
• Flexible PTO
• Culture of support, encouraging Life-Work balance
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave
• Representing a company with 4,000+ clients and a 99% retention rate
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day