Director of Customer Support, CloudZero
Cloud-computing cost intelligence software
Be an early applicant
Cloud-computing cost intelligence software
101-200 employees
Be an early applicant
101-200 employees
Company mission
To empower engineering leaders to be elevated to the business leaders they should be - by creating a shared language for them and the rest of their company to discuss cost.
Role
Who you are
- The ideal candidate has a proven track record of managing technical support teams, with deep knowledge of cloud technologies, including AWS and Kubernetes, and a passion for building customer-centric operations
- If you're excited about creating impactful solutions, fostering an innovative team culture, and empowering customers to succeed, we’d love to have you join our mission-driven team!
- 10+ years of experience in SaaS technical support, including 4+ years in a leadership role managing teams or departments
- Strong background in cloud technologies, with extensive experience in AWS services and Kubernetes environments
- Proven ability to design and implement scalable support frameworks and manage support operations in a fast-paced environment
- Exceptional communication and interpersonal skills, with the ability to connect with technical and non-technical audiences
- Proficiency in scripting or programming languages (e.g., Python) is preferred to support advanced troubleshooting and team training
- Data-driven mindset with experience using metrics to drive performance and strategic decisions
- Demonstrated success in fostering team growth, enhancing customer satisfaction, and driving operational excellence
- A continuous learner with a passion for innovation, customer advocacy, and technical problem-solving
What the job involves
- CloudZero is seeking an experienced and strategic Director of Customer Support to lead and scale our customer support team
- This pivotal role will oversee the delivery of exceptional customer experiences, ensuring timely and effective resolution of technical inquiries while driving continuous improvement in processes and performance
- In this role, you’ll have the unique opportunity to shape the future of customer support in a fast-growing company that’s revolutionizing cloud cost management
- Develop and execute a strategic vision for the Customer Support function, aligning with CloudZero's mission and goals
- Lead, mentor, and grow a high-performing support team, fostering a culture of excellence and continuous learning
- Oversee the resolution of technical issues, ensuring a seamless and timely customer experience across all channels (email, chat, phone)
- Collaborate with customers, internal stakeholders, and cross-functional teams to identify and resolve complex technical challenges
- Drive improvements in customer satisfaction metrics and reduce time-to-resolution through innovative strategies and tools
- Build and maintain deep expertise in AWS services, GCP services, Azure services, Kubernetes platforms, and other cloud technologies to guide the team effectively
- Implement and manage scalable support processes, documentation, and training to support rapid growth and increasing complexity
- Provide actionable feedback to Product and Engineering teams to enhance functionality, usability, and customer satisfaction
- Analyze support data to identify trends, predict challenges, and proactively address customer needs
- Stay ahead of industry trends to ensure CloudZero remains a leader in cloud cost visibility and optimization
Our take
Cloud infrastructure has become the crucial foundation for almost all digital native businesses. However, as these companies expand, that means ballooning cloud computing costs, which can eat into a company's IT budget. So it is vital for companies to be able to properly evaluate their cloud spend.
CloudZero fixes this by providing transparency into a business' cloud server costs. Its platform works by aligning engineering, infrastructure, and finance teams around metrics that non-technical teams can work with. This approach has seen the company build a solid customer base including the likes of SkyScanner, Remitly and SeatGeek.
The company has raised considerable funding to support further development and scaling. And, as businesses increasingly struggle with their cloud computing spend, CloudZero is well poised for growth. It continues to make valuable partnerships and launch new capabilities such as "CloudZero Intelligence", an advanced AI system.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
47% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$9.5m
LATE VC
Jun 2023
$32m
SERIES B
Total funding: $57.2m
Company benefits
- Comprehensive Healthcare Coverage
- Equity Grants
- Flexible Remote Work Policy and PTO
- 401(k) Retirement Plan
Company HQ
Government Center, Boston, MA
Articles
Leadership
Erik Petrson
(Co-Founder & CTO/CISO)Previously Director of Technology Strategy as part of Veracode's CTO office. Also worked as Director of Products for HP and as VP of Products and Research for SPI Dynamics before it was acquired by HP.
Matt Manger
(Co-Founder)Previously Director of Services for technology company, Toast. Also held senior positions at Veracode and Endeca. Formed US Air Force Flight Commander.
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