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Cloudforce · 5 days ago

Escalation Support Manager, AI Product

National Harbor, Maryland

Full-time

Hybrid

Senior Level

$90K/yr - $120K/yr

Cloudforce is a forward-thinking company at the forefront of the AI revolution, dedicated to empowering businesses through innovative generative AI solutions. We are seeking a Product Support Manager to oversee the daily operations of our nebulaONE AI product support team, driving process excellence and mentoring junior staff while serving as the primary escalation point for complex issues.

Artificial Intelligence (AI)Cloud ComputingCloud ManagementData CenterSoftware

Growth Opportunities

No H1B

Responsibilities

Oversee daily operations of the nebulaONE product support team, ensuring exceptional customer service to end-users

Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores

Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebulaONE Service Desk activities

Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence

Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers

Oversee and direct development of the Service Desk Platform to continually improve customer experience

Lead, mentor, and develop support team members through coaching, training, and performance management

Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebulaONE and utilization of the Service Desk Platform

Design and implement support processes and best practices to enhance customer satisfaction and operational efficiency

Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions

Act as the primary escalation point for complex or high-impact product issues, coordinating cross-functionally with engineering, product management, and customer success

Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebulaONE Service Desk processes and procedures

Develop and maintain the nebulaONE knowledge base and documentation, ensuring team members have access to up-to-date information

Act as a representative of Cloudforce and nebulaONE by engaging in client-facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more

Stay up to date with the latest technology trends and developments to ensure the nebulaONE Support Desk provides the best possible experience to end-users

Qualification

SaaS experienceSupport ticketing systemsAzure servicesContinuous process improvementKnowledge base toolsWorkflow automationAnalytical mindsetLeadership skillsInterpersonal skillsCollaboration skills

Required

Bachelor's degree in a related field or equivalent practical experience

Proven experience managing support teams in a SaaS or enterprise software environment

Excellent leadership, communication, and interpersonal skills

Analytical mindset with experience in support metrics, reporting, and continuous process improvement

Familiarity with support ticketing systems, knowledge base tools, and workflow automation

Ability to work collaboratively across technical and non-technical teams

Understanding of Azure services, administration, and troubleshooting

Benefits

401K savings plan and education reimbursement

Ultra-modern gym with Tonal and Peloton

Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.

Paid parental leave, including adoption and foster care placement.

PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!).

9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.