At a Glance
- Tasks: Lead client relationships and ensure top-notch customer support in a dynamic SaaS environment.
- Company: Join Cloudfy, a leading B2B e-commerce platform with a global presence.
- Benefits: Enjoy unlimited holiday, private health plan, and exciting perks.
- Other info: Be part of a diverse team committed to fairness and inclusion.
- Why this job: Make a real impact by supporting clients and driving their success.
- Qualifications: Experience in customer success or technical support within B2B SaaS is essential.
The predicted salary is between 40000 - 50000 £ per year.
Cloudfy is a leading B2B e-commerce platform powering manufacturing, distribution, and service businesses worldwide. Delivered on a single cloud platform, Cloudfy allows you to trade online with your customers while fully integrating orders, pricing, product and stock data with a range of ERP, warehouse and accounting back office systems. Our total focus at Cloudfy is to help you sell more, reduce costs to serve, allow your customers to self-service 24/7 and provide a completely integrated solution.
Back in 2010, a team of seasoned e-commerce experts formed Cloudfy to address the need for a B2B-focused e-commerce platform. Since then we have continued to invest and refine Cloudfy with offices in the UK, USA, Australia and Singapore.
As a Technical Support & Customer Team Leader at Cloudfy, you will take ownership of Tier 1 and Tier 2 client relationships and the day‑to‑day customer support operation. You will guide issues from start to finish, act as the main escalation point, and ensure client work delivers clear value. You will focus on coordination, ownership, and delivery. You will work with clients and internal technical and project teams, translating technical detail into clear, plain language. You will not write code, but you will work within technical environments across SaaS and e‑commerce platforms.
The role would suit someone comfortable seeing issues and initiatives through to completion, maintaining consistent follow‑through on actions, escalations, and service improvements. Note: You will work on-site from our Leicester office 4 days per week and 1 day per week remotely.
As a Technical Support and Customer Team Leader at Cloudfy, you will:
- Lead Tier 1 and Tier 2 client relationships from onboarding through ongoing support.
- Represent client interests and ensure issues are resolved end-to-end.
- Be an escalation point for complex or high‑risk matters.
- Support client retention and long‑term account growth through consistent follow‑through.
- Gather client requirements and define the scope for small pieces of work.
- Prepare clear and accurate commercial quotes.
- Contribute to retainer discussions to align client needs with delivery plans.
- Spot opportunities to extend or deepen existing client engagements.
- Support issues and retainer tasks through to completion, leaving systems and relationships in a better state.
- Coordinate with technical and project teams to remove delivery blockers.
- Keep clients and our teams informed through clear, regular updates.
- Take responsibility for small projects delivered by the Project Team, from start to close.
- Guide, support, and develop a small Customer Support team.
- Step into complex customer issues as part of the escalation rota.
- Help shape support processes, standards, and ways of working.
- Participate in a 24/7 critical support rota when required.
You will bring:
- Experience working in customer success, client services, account management, or technical support within B2B SaaS, technology, or e‑commerce environments.
- Experience owning client relationships and coordinating ongoing client work.
- Comfort working with technical and delivery teams as a facilitator between groups.
- A practical, hands‑on mindset with a focus on resolving issues rather than passing them on.
- Willingness to take shared responsibility for critical out‑of‑hours support.
And in return, Cloudfy offers:
- Unlimited Holiday (paid annual leave)
- Private Health Plan
- Perks Programme (inc. well-known energy, retail and health)
- EAP Programme
- Cycle to Work Scheme
At Cloudfy, we understand that managing diversity is an ongoing journey rather than a one-time effort. That’s why we commit to developing and reviewing our diversity strategy to align with our business objectives and effectively address the varied needs of our clients. As a rapidly expanding global organisation, we prioritise fairness and inclusion, ensuring that all recruitment, development, and appraisal decisions are based on merit, skills, and potential. We take pride in staying informed about employment laws and best practices to promote equal opportunities and foster a diverse workforce.
SaaS Support & Customer Team Lead — Escalations & Growth in Leicester employer: Cloudfy
Cloudfy is an exceptional employer that prioritises employee well-being and professional growth, offering unlimited holiday, a private health plan, and a comprehensive perks programme. With a strong commitment to diversity and inclusion, Cloudfy fosters a collaborative work culture where team members are encouraged to take ownership of their roles and contribute to meaningful client relationships. Located in Leicester, the company provides a dynamic environment for those looking to thrive in the B2B SaaS sector while enjoying the flexibility of remote work.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Support & Customer Team Lead — Escalations & Growth in Leicester
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and e-commerce space. A friendly chat can lead to insider info about job openings or even a referral. Don’t be shy; we all love a good natter!
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer support and technical scenarios. We recommend role-playing with a mate or using mock interview tools. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved complex customer issues in the past. We want to see that hands-on mindset in action, so don’t hold back on the details!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Cloudfy. So, hit that apply button and let’s get the ball rolling!
We think you need these skills to ace SaaS Support & Customer Team Lead — Escalations & Growth in Leicester
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for helping clients succeed. Share examples of how you've gone above and beyond in previous roles to support customers and resolve their issues.
Be Clear and Concise:We love straightforward communication! Make sure your application is easy to read and gets straight to the point. Use plain language to describe your experience and skills, especially when discussing technical aspects.
Highlight Your Teamwork Skills:As a SaaS Support & Customer Team Lead, collaboration is key. In your application, mention times you've worked with different teams to solve problems or improve processes. Show us how you can bridge the gap between technical and non-technical folks!
Tailor Your Application:Take a moment to customise your application for this role. Reference specific responsibilities from the job description and explain how your background aligns with them. We want to see that you’ve done your homework and are genuinely interested in joining our team!
How to prepare for a job interview at Cloudfy
✨Know Your SaaS Inside Out
Make sure you understand the ins and outs of SaaS platforms, especially in a B2B context. Familiarise yourself with how Cloudfy integrates with ERP and other systems, as this will help you speak confidently about the technical aspects during your interview.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully managed client relationships or resolved complex issues. Highlight your ability to translate technical jargon into plain language, as this is crucial for the role.
✨Demonstrate Leadership Qualities
Think of instances where you've led a team or project, particularly in a customer support setting. Be ready to discuss how you guided your team through challenges and ensured client satisfaction, as this will resonate well with the leadership aspect of the role.
✨Ask Insightful Questions
Prepare thoughtful questions about Cloudfy's approach to customer support and their vision for growth. This shows your genuine interest in the company and helps you assess if it's the right fit for you.
