Available Locations: Lisbon or Remote Portugal, London or Remote UK
About the Department
The Cloudflare Customer Support team solves complicated problems and answers technical inquiries via phone, email, chat and social media. Whether it is a blogger using our free services or a global 2000 large enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare our Global Customer Support organization works directly with customers to ensure a world-class level of technical support for all our products and services. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world cases back to the rest of the company - to help build better services and future product development.
What you'll do
As a Technical Support Manager at Cloudflare overseeing one of our Premium Support specialist skills teams you will be expected to provide best in class support to our customers and partners. This will involve building, developing and leading a team of Technical Support Engineers, specializing in our Zero Trust solutions from Cloudflare. You would also be part of the EMEA regional support management team helping drive business change and customer service improvements.
Your responsibilities will include:
- coach and develop a team of support engineers to excel at their jobs
- consistently achieve operational performance KPI's & quality levels
- participate in global and regional continuous improvement projects
- plan staffing and scheduling to ensure full service coverage
- source and hire outstanding technical talent
- help build individual career plans for engineers
- act as a effective point of escalation for complex customer issues
- collaborate closely with internal colleagues across departments
- perform duty manager shifts including occasional weekends
Examples of desirable skills, knowledge and experience
- proven experience working in a high performance team environment
- strong technical background or support related work advantageous
- interest and aptitude for leading a team of specialist support engineers
- excellent communication skills & ability to inspire & motivate others
- experience in hiring and coaching support engineers
- ability to meet and exceed operational goals
- ability to thrive in a fast-paced, dynamic environment
- natural desire to help build the best support team in the industry!
What We Do
Cloudflare, Inc. is on a mission to help build a better Internet. Cloudflare’s suite of products protect and accelerate any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was awarded by Reuters Events for Global Responsible Business in 2020, named to Fast Company's Most Innovative Companies in 2021, and ranked among Newsweek's Top 100 Most Loved Workplaces in 2022.
Why Work With Us
Cloudflare employees come from all walks of life. Our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Cloudflare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
