The opportunity
What you will own
- Lead day-to-day Operations Centre performance across customer support, technical support, incident coordination and product-specific support queues.
- Define service levels, escalation paths, shift coverage, quality targets and operating procedures across CloudTen products and services.
- Coordinate support for VirtualMedix, PathwayTalk, AI Code Stripper, CloudTen Mobile, CloudTen LMS and general CloudTen customer services.
- Work with engineering, security, product and business leaders to turn recurring support issues into measurable product and service improvements.
- Own operational reporting, workforce planning, coaching, incident readiness and continuous-improvement reviews.
- Maintain appropriate privacy, security and access controls for support operations, especially for health, identity and account-recovery workflows.
What you bring
Core qualifications
- 7+ years of relevant customer support, technical support, service management or operations experience, including substantial people leadership.
- Demonstrated experience managing multi-channel support operations, service levels, escalations and performance metrics.
- Strong knowledge of IT service management, incident handling, knowledge management and customer-experience operations.
- Excellent leadership, communication, analytical and decision-making skills.
- Ability to lead sensitive escalations while preserving privacy, security and professional conduct.
Additional strengths
Preferred experience
- Experience supporting SaaS, telecoms, health technology, collaboration or AI-enabled products.
- ITIL, service-management, customer-experience or operations-management certification.
- Experience leading geographically distributed or multi-shift support teams.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
