The opportunity
What you will own
- Coordinate daily support queues, handovers, ticket prioritisation and escalation during assigned shifts.
- Coach support agents and specialists on quality, documentation, privacy, security and customer communication.
- Monitor service levels, ageing cases, incident status and high-impact customer issues.
- Escalate technical, clinical, security or network issues to the appropriate specialist teams without attempting work outside the support role’s authority.
- Produce clear shift summaries and ensure unresolved cases have accountable owners and next actions.
- Support training, quality reviews and operating-procedure improvements.
What you bring
Core qualifications
- 4+ years of customer support, service desk or technical support experience, including team-lead or senior-agent responsibility.
- Strong ticket triage, prioritisation, escalation and customer communication skills.
- Comfort working with support metrics, service levels and structured handovers.
- Sound judgement handling sensitive customer and account information.
- Ability to work scheduled shifts at the CloudTen Operations Centre in Abuja.
Additional strengths
Preferred experience
- Experience with ITIL/service desk practices, SaaS support or telecommunications support.
- Experience supervising distributed or omnichannel support teams.
- Relevant customer-service or technical-support certification.
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.
