Customer Support Lead

Cloudfresh ⛅️ is a Global Google Cloud Premier Partner, Google Chrome Enterprise Partner, Zendesk Advanced Partner, Asana Platinum Solutions Partner, GitLab Select Partner, HubSpot Diamond Partner, Miro Solution Partner, Okta Activate Partner, Cloudflare Powered+ Partner, JumpCloud Platinum Partner, and Microsoft Partner.

We’re on the mission to #GenerateTheReal✨ for people and organizations. Real growth happens when technology truly supports people – not the other way around. That’s why we focus on empowering teams with leading cloud ecosystems and certified experts, helping companies move faster across AI, Data, Cybersecurity, and beyond.

We are looking for a Customer Support Lead to build, improve, and scale Customer Support processes, shape Customer Experience strategy, and foster a high-performance support culture. Ensure high customer satisfaction and continuously exceed customer expectations. Additionally, establish and maintain processes for monitoring vendor service changes and vendor-related incidents, ensuring timely communication and proactive updates to customers.

Requirements:

• Experience: 2+ years in the same role.
• Experience with Google Workspace, Google Cloud and other cloud vendors support cooperation
• Proficiency in ITIL methodology
• Hands-on experience with IT Support management systems (Zendesk, Hubspot ServiceHub, Jira Service Management)
• English on Upper-Intermediate level

Responsibilities:

• Conduct a full audit of current client requests and support processes
• Define and implement a Single Point of Contact (SPOC) model for all client requests
• Establish clear escalation paths and SLAs
• Build relationships with key technical contacts from partner vendors
• Implement and track customer satisfaction metrics (e.g., CSAT, NPS)
• Identify process bottlenecks and develop improvement plans
• Create playbooks for handling major and critical support cases
• Build a fully structured and scalable Customer Support function with all required processes, tools, and data in place
• Automate key support workflows, including request intake and ticket lifecycle management
• Design and implement support model (support tiers, shifts, schedules, and support types such as on-call, business hours, follow-the-sun)

Work conditions:

• Flexible Work Format: Work remotely with flexible hours, allowing you to balance your professional and personal life efficiently.
• Freedom to Innovate: Utilize multiple channels and approaches for sales, allowing you the freedom to find the best strategies for success.
• Training with Leading Cloud Products: Access in-depth training on cutting-edge cloud solutions, enhancing your expertise and equipping you with the tools to succeed in an ever-evolving industry.
• International Collaboration: Work alongside A-players and seasoned professionals in the cloud industry. Expand your expertise by engaging with international markets across the EMEA and CEE regions.
• Vibrant Team Environment: Be part of an innovative, dynamic team that fosters both personal and professional growth, creating opportunities for you to advance in your career.
• When applying to this position, you consent to the processing of your personal data by CLOUDFRESH for the purposes necessary to conduct the recruitment process, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 (GDPR).
• Additionally, you agree that CLOUDFRESH may process your personal data for future recruitment processes. You can withdraw this consent at any time.