Cloud Support Manager

Cloud Support Manager

Are you ready to develop the future of retail? 

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. 

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.  

We build. We create impact. 

As manager for the Cloud support experts, you oversee the operations of the expert support teams, ensuring that our customers receive timely, high-quality assistance. The role involves managing support engineers who are working 24/7, developing and implementing support strategies, and working closely with other departments to ensure customer satisfaction. The ideal candidate will have strong leadership skills, proven hands-on, technical experience, a deep understanding of customer service principles, and the ability to thrive in a fast-paced environment.

Our teams build and maintain our SaaS application, which manages more than 100 million IoT devices, in more than 25.000 stores 24/7. We are processing more than 200 million data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the director of Cloud, you’ll have the following missions:

Team Management:

• Lead, mentor, and develop customer support experts to deliver exceptional service.
• Coordinate different teams, ensure clear communication, proper handovers, and shared processes.
• Conduct regular team reviews, provide feedback, and identify areas for development.
• Foster a positive and collaborative environment.

Customer Support Operations:

• Oversee daily operations of the cloud support department, ensuring SLAs are met and issues tackled.
• Review KPIs and SLAs, identifying trends, issues and actions.
• Review and challenge support processes, ensuring they are efficient and customer focused.
• Lead high priority, escalated, or complex customer issues, ensuring swift and satisfactory resolution, communication and customer satisfaction.

Process Improvement:

• Identify opportunities for improving support processes and tools to enhance efficiency and customer satisfaction.
• Ensure best practices for customer support are implemented, including the use of knowledge bases, automation, and other tools.
• Lead initiatives to improve the customer experience based on feedback and data analysis.

Collaboration and Communication:

• Work closely with other departments, such as Engineering, Field Services, Product Development, Project Management, and IT, to ensure seamless customer support and resolve any cross-functional issues.
• Serve as a liaison between the customer support experts and senior management, providing regular updates on team performance and customer feedback.
• Collaborate on product updates and launches to ensure the support team is well-prepared to assist customers.

Customer Experience Management:

• Develop strategies to enhance the overall customer experience and ensure high levels of customer satisfaction and loyalty.
• Conduct customer and internal satisfaction surveys and analyze feedback to identify areas for improvement.
• Track and report on customer satisfaction metrics and trends.

Training and Development:

• Ensure that learnings are documented and shared across members and teams.
• Follow new product launches and innovations and ensure that the team is informed and trained.
• Create and implement training programs for support experts, focusing on product knowledge, customer service skills, and problem-solving abilities.
• Stay up to date with company changes, industry trends and customer service innovations to keep the team informed and effective.

Qualifications we’re looking for.   

• Experience:
  • 7+ years of experience in customer support roles, preferably in a SaaS environment.
  • Experience working with retail companies would be appreciated.
  • Hands-on, technical experience: demonstrated ability to manage and resolve customer tickets, particularly high-priority, complex cases.
  • Proven experience managing customer support teams in a fast-paced environment.
  • Experiencing managing customer relationships, leading and scaling support teams.
• Technical Skills:
  • Strong understanding of SaaS products, cloud technologies, and web-based applications.
  • Strong leadership and people management skills, with the ability to inspire and motivate a team.
  • Ability to analyze data and metrics to drive decision-making and process improvements.
  • Proficiency with customer support software and tools, such as Jira.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills with a customer-centric approach.
  • Ability to understand complex solutions, and explain technical concepts to customers and leadership clearly and concisely.
  • Mastering French, German or Spanish would be a plus.
• Education:
  • Bachelor’s or master’s degree in computer science, Information Technology, or a related field.

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: 

• Generous paid time off (PTO):  35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Eligibility for healthcare benefits begin day one, plus retirement savings plans.
• Financial future: While retirement savings plans vary by country, we help you plan for your future.
• Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
• Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: E-learning opportunities and workshops, and global mobility potential  
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 

All your information will be kept confidential according to EEO guidelines.