The opportunity
What you will own
- Design and operate support quality-assurance scorecards and case-review processes.
- Build onboarding and continuing training for customer support and product-support teams.
- Create, review and retire knowledge articles, troubleshooting guides and escalation procedures.
- Coach agents and team leads using evidence from customer interactions and case outcomes.
- Work with product, security and compliance stakeholders to keep support guidance accurate and safe.
- Measure quality trends, knowledge effectiveness and training outcomes.
What you bring
Core qualifications
- 3+ years of customer support, quality assurance, training, knowledge management or service operations experience.
- Strong writing, instructional and coaching skills.
- Ability to translate complex product and policy information into clear operational guidance.
- Experience using quality metrics and structured review criteria.
- High attention to consistency, privacy and procedural accuracy.
Additional strengths
Preferred experience
- Knowledge-management, instructional-design, QA or service-management certification.
- Experience with SaaS or technical-support knowledge bases.
- Experience supporting multilingual or geographically distributed 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.
