Note: The job is a remote job and is open to candidates in USA. 2cloudnine builds payroll and time-interpretation software on the Salesforce 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 within 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-bill, rate and margin calculation, and invoicing between front-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)
• Salesforce configuration experience (declarative)
• Business analysis or implementation-consulting background

Benefits

• Remote-first, early-stage US team with real ownership, direct line to product and leadership, and the chance to build the US support function as we grow.

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