Head of Support Services

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.