Note: The job is a remote job and is open to candidates in USA. SquareTrade is one of the fastest-growing companies in its industry, transforming a $30B market through service innovation. The Manager, Cloud Support Operations, is responsible for leading a cloud support team to deliver high-quality Microsoft Cloud Support Services and manage team performance while ensuring alignment to service level expectations.
Responsibilities
- Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback
- Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity
- Execute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets
- Oversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs
- Serve as escalation point for operational and technical issues, coordinating resolution within established processes
- Monitor performance metrics and dashboards to identify trends, risks, and areas for improvement
- Lead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support
- Partner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings
- Communicate priorities, policies, and performance updates to ensure alignment and accountability across the team
- Support onboarding, training, and development initiatives to build team capability and performance
- Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes
- Collaborate with internal partners to address support challenges and enhance service delivery
- Serve as a point of contact for escalations and support operational processes and coordination with partner teams
Skills
- Bachelor's degree and 5+ years of experience in technical support, cloud operations, or a related field
- Experience leading or supervising team members in a support or operations environment
- Working knowledge of cloud support operations and service delivery models
- Experience managing performance and supporting results against KPIs/SLAs including reporting and data analytics
- Experience with escalation handling and cross-functional coordination
- Ability to manage priorities in a fast-paced operational environment
- Experience supporting process improvement or efficiency initiatives
- Strong communication and collaboration skills
- Commitment to employee development, coaching, and engagement
- Microsoft 365 experience preferred
Benefits
- Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
- Up to 4% company match into 401(k) and contributions into your company-sponsored pension
- $75/month budget to help prioritize your physical wellbeing
- $80/month stipend to subsidize connectivity costs
- Mental health resources including free 1:1 therapy, coaching sessions and digital resources
- Supportive leave policies
- Flexible Time Off Policy in addition to 9 Company Holidays
- Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
- Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
- Various corporate perks and discounts
Company Overview