Not specified; benefits: unlimited holiday, privat...
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B2b saas or e-commerce experience
Technical support escalation management
Client relationship ownership
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Cloudfy, a leading B2B e-commerce platform, is seeking a Technical Support and Customer Team Leader to oversee Tier 1 and Tier 2 client relationships and manage the daily customer support operations. The role involves coordinating teams, resolving escalated issues, and driving client retention while offering a flexible work model of 4 days onsite and 1 day remotely.
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Job Summary
The role involves taking ownership of Tier 1 and Tier 2 client relationships from onboarding through ongoing support while acting as the main escalation point.
Candidates will coordinate with internal technical and project teams to resolve issues end-to-end without writing code themselves.
Cloudfy offers unlimited holiday, private health plans, mental well-being services, and a pension scheme to its employees.
Matching Summary
Match Score: 75
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Cloudfy, a leading B2B e-commerce platform, is seeking a Technical Support and Customer Team Leader to oversee Tier 1 and Tier 2 client relationships and manage the daily customer support operations. The role involves coordinating teams, resolving escalated issues, and driving client retention while offering a flexible work model of 4 days onsite and 1 day remotely.
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Salary
Not specified; Benefits: Unlimited Holiday, Private Health Plan, Mental Health services, Pension scheme
Skills & Requirements
Must-have
B2B SaaS or e-commerce experience
Technical support escalation management
Client relationship ownership
Coordination with technical teams
On-site work in Leicester
Nice-to-have
Hands-on problem-solving mindset
Experience with retainer discussions
Ability to translate technical details
Willingness to join 24/7 rota
Project delivery responsibility
Key Requirements
Experience in customer success or technical support within B2B SaaS
Comfort working with technical and delivery teams
Willingness to take shared responsibility for critical out-of-hours support