Manager, Cloud Support Operations

SquareTrade

Manager of Cloud Support Operations overseeing team performance and service level expectations. Responsible for technical support services and customer satisfaction initiatives in a fast-paced environment.

Posted 6/30/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $105,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 (Microsoft 365 experience preferred)
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance MonitoringData AnalyticsEscalation HandlingWorkflow ManagementService Delivery ModelsMicrosoft 365Operational Process ExecutionTicket Queue ManagementResource AllocationContinuous Improvement

Soft Skills

CoachingCollaborationEmployee DevelopmentFeedback ProvisionPrioritization