At RapidScale, part of the Cox family of businesses, we're hiring a Manager to oversee our Cloud Support group. In this role, you'll lead existing customer care teams while building a team to deliver the future of customer success.
Cloud Support is about much more than resolving issues promptly - it's also about ensuring our customers derive maximum value from their cloud solutions. We're looking for someone who deeply believes that even the smallest interaction can lead to extraordinary improvement in a customer's overall experience.
If you're someone who's passionate about continuously improving customer experience and driving incredible outcomes, we want to hear from you.
What's In It for You?
Here's a sneak peek at the benefits you could experience as a Cox employee:
- A competitive salary and top-notch bonus/incentive plans.
- Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
- Comprehensive healthcare, with multiple options for individuals and families.
- Generous 401(k) retirement plans with up to 8% company match.
- Professional development and continuing education opportunities.
- Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
- Extra perks like pet insurance, employee discounts, and much more.
What You'll Do
Simply put, you'll own and architect the delivery of exceptional cloud support throughout a customer's relationship with us. Here's how you'll make an impact:
- Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business.
- Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members.
- Contribute thought leadership for managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes.
- Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact.
- Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience.
- Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth.
Who You Are
You're an empathetic leader who knows how to effectively, firmly, and gracefully drive change. Here's more on what you bring to the table:
Minimum Qualifications:
- Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 years' experience in a related field
- 1+ year of experience in management or lead role
- Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in.
- Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike.
- Experience leading large teams of 60+.
- Prior experience integrating a supplemental staffing model that included near- and offshore resourcing.
- Experience scaling customer operations to support both business growth and shifting market demands.
- Demonstrable record of best-in-class customer satisfaction metrics and retention.
- Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency.
- Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority.
- Experience leading globally distributed teams.
- A background in professional services, managed services, or IT management.
- Knowledge of the cloud technology industry's business models and core processes.
- Strong data analytics skills, including the ability to both predict and trend outcomes.
- Willingness to travel up to 50% initially for stakeholder and client relationship-building.
USD 99,000.00 - 165,000.00 per year
Compensation:
Compensation includes a base salary of $99,000.00 - $165,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
