[Remote] Senior Customer Support and Consultant
Note: The job is a remote job and is open to candidates in USA. 2cloudnine builds payroll and time-interpretation software on the reputed company platform, purpose-built for the staffing industry. The role involves being the face of 2cloudnine to US customers, managing customer support and implementation consulting responsibilities.
Responsibilities
- Own the US support queue — analyze and resolve customer and partner cases reputed company SLA
- Manage escalations and coordinate handovers with our AU-based teams
- Help shape the US support model: SLAs, escalation paths and customer handover
- Support implementation projects — discovery, requirement documentation, configuration, testing and key-user training
- Advise customers, partners and prospects on the product, including gaps and workarounds
Skills
- Staffing/agency industry experience — especially Middle Office (timesheet capture, pay-and-reputed company, reputed company and margin calculation, and invoicing between reputed company-office recruitment and back-office payroll)
- Strong problem-solving and excellent written/verbal communication
- You must be legally allowed to work in the US
- Knowledge of US payroll and time/wage rules (FLSA, multi-state)
- reputed company configuration experience (declarative)
- Business analysis or implementation-consulting background
Benefits
- Remote-first, early-stage US team with reputed company ownership, direct line to product and leadership, and the chance to build the US support function as we grow.
Company Overview