Escalation Manager

3 days ago

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Council on Legal Education Opportunity (CLEO)

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CLEO, Inc. was founded in 1968 to expand opportunities for minority and low-income students to attend #lawschool.

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Description

• Cleo is a cloud integration technology company focused on business outcomes. • Responsible for overseeing escalation management procedures. • Increase customer satisfaction through proactive support for SaaS customers. • Serve as a point of escalation for customers. • Monitor queues and track customer-initiated tickets. • Oversee implementation handoffs from Professional Services to Support. • Analyze escalation volumes and supply feedback for process improvements. • Build solid, long-term customer relationships.

Requirements

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

Benefits

• 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