The posting
Cincom is bringing its Level 1 support together into one 24/7 cross-product Support function, reporting directly to the COO. It covers all of our product lines, including CPQ, Eloquence, and Cincom Smalltalk, Mantis, Supra and Control, and more, and the customer environments we host and manage.
Today, Level 1 support works differently from one product to the next. Processes, tools and standards vary, and too much depends on a few people who know a product inside out. We want one modern, professional support function that runs around the clock and that customers experience the same way, whichever product they use.
We are looking for someone to build it and lead it. You will set the operating model, bring the team together, own escalations through to resolution, and put the tooling, processes and measures in place to run Support as a true 24/7 value added service. It is a leadership role, but you will need to stay close enough to the work to know what good looks like and to step in when it counts.
KEY RESPONSIBILITIES
Team Leadership & People Management
- Lead the Level 1 support team, and the senior Hosted Services roles that reports to you, and build Level 2 knowledge over time.
- Hire, develop and coach the team, and cross-skill people across products so we are not reliant on any one person.
- Set clear objectives, give regular feedback, and build a team that takes ownership of the customer's problem.
Building a 24/7 Support Function
- Design and run Support as a true 24/7 service, with coverage, rotas and on-call arrangements that match our customer commitments.
- Build follow-the-sun and out-of-hours models that make good use of the team across time zones, without burning people out.
- Replace product-by-product ways of working with one consistent model for intake, triage, severity and prioritisation.
- Bring in modern support practice, including ITIL-aligned incident, problem and change management and knowledge-centred support.
- Work with the Hosted Services team to build. Managed Services approach for our hosted platforms
Escalation Management to Level 2 and 3
- Own the escalation process from Level 1 into Level 2/3: product engineering teams for product issues, and Services consultants for issues in project deliverables.
- Set clear criteria for when and how issues escalate, so they arrive with the right information, and nothing gets lost in the handover.
- Track every escalated issue through to resolution, keep customers informed, and chase when timescales slip.
- Review escalation trends with the product heads, push recurring issues back for permanent fixes, and make sure what we learn is captured in the knowledge base.
Hosted Services
- Hold overall accountability for support of the customer environments Cincom hosts and manages, delivered through the senior Hosted Services roles.
- Make sure hosted services meet their commitments on availability, monitoring, backups, patching, disaster recovery and incident response, around the clock, providing a true Managed Service.
Tooling, Automation & AI
- Make Zoho Desk the single platform for support, configured properly and used consistently across every product, with integrations into other Cincom operational platforms as required.
- Build and maintain a knowledge base (working with Cincom AI tools) that customers and the team actually use and expand self-service where it saves everyone effort.
- Work with our AI team to explore and develop AI-assisted Level 1 support, including local-language support, with validation before answers reach customers.
Performance, Reporting & Compliance
- Set and track SLAs and internal service levels for response and resolution, by severity.
- Report on ticket trends by product, customer, region, severity and SLA tracked resolution time, not just ticket status, and review them monthly with the COO.
- Lead the response to major incidents, with clear and timely communication to customers following a well-documented process.
- Make sure support processes provide the evidence we need for ISO 27001 and SOC 2 and support our obligations to customers in regulated sectors.
Requirements
Mandatory Experience
- Experience leading Level 1 and Level 2 support for enterprise software customers, ideally across more than one product.
- A track record of building or reshaping a support function, not only running an existing one.
- Experience running or building a 24/7 support operation, including on-call and potential follow-the-sun models.
- Experience managing escalations into engineering teams and holding them to agreed timescales.
- Experience running SLA-based support for business-critical customer systems.
Technical Knowledge
- Strong grounding in incident, problem and change management (ITIL or equivalent).
- Working understanding of hosted and cloud environments, Azure or similar, including monitoring and alerting and management of guaranteed up-time.
- Comfortable with service desk platforms, reporting and automation.
Leadership & Interpersonal Skills
- Calm and clear with customers and senior colleagues, especially when things go wrong.
- Uses data to manage performance and to make the case for change.
- Builds trust across Engineering, Delivery and Client Success, and gets things done without relying on authority.
- Fluent Business English communication.
Desirable
- Hands-on experience with Zoho Desk or a comparable service desk platform.
- Experience introducing AI-assisted support, knowledge-centred support or self-service.
- ITIL 4 certification.
- Additional languages, particularly French, German, Italian.
- Experience supporting customers in regulated sectors such as financial services and insurance, and familiarity with ISO 27001 and SOC 2.
WHY THIS ROLE
This is a new function with a direct line to the COO. You will shape it from the start, with real backing to change how we work and a clear mandate to build a professional support service that customers value.
The role is remote and the location is open. Because Support will run 24/7, you will take part in senior escalation cover for major incidents, and potentially travel occasionally to meet the team and customers.
WHAT SUCCESS LOOKS LIKE
First 3 Months
- A clear picture of how support works today across every product, with the main gaps and risks identified.
- One triage and escalation process agreed and live across all products.
- A plan for 24/7 coverage agreed, and baseline metrics in place in Zoho Desk.
By 12 Months
- Support running as a 24/7 service, with SLA and trend reporting by product, customer and region.
- Measurable improvement in response times, resolution times and customer satisfaction.
- Fewer avoidable escalations to Level 2/3, and a team that can cover more than one product.
- A working knowledge base, and AI-assisted Level 1 support live on at least one product.
Benefits
- Independent Contractor (Contractor is responsible for applicable taxes and statutory obligations, subject to the agreement and local law)
- Full-time role
- Availability for occasional short travels
- Payment in USD
- Equipment provided by the company
- Contractor fee range - $2,900–$5,000 USD per month
Equal Opportunity Employer
PartnerOne is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
AI Use Disclosure
During our recruitment process, we may use technology, including AI-assisted tools, to support application review or scheduling. These tools support our recruiting team and do not replace human decision-making. Where required, candidates will receive additional information about the tool and applicable rights.
This job posting is for an existing vacancy.
