Hands-On Onboarding & Support Lead (Remote)
CloudNC Ltd
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Benefits offered by this job
Job summary
CloudNC Ltd. is seeking a hands-on Product Support Manager to ensure every new customer goes live with CAM Assist and to own the ongoing product support function. The role combines onboarding, queue oversight, and line management in a fast-paced, remote US environment.
You will collaborate with the CAM programming team and continuously improve support processes. Responsibilities include running onboarding sessions, building playbooks and help content, and using usage data to prevent churn while
Qualifications
- Experience with manufacturing or engineering software in a customer-facing role.
- Ability to onboard customers and manage a support function hands-on.
- Experience line-managing a small team and building scalable processes.
Responsibilities
- Run onboarding personally for new customers from sales handover to first live part.
- Own the product support function and manage the support queue and escalation paths.
- Line-manage and develop the Product Support Specialist as the team scales.
- Turn recurring friction into playbooks, help content and product requirements.
- Monitor usage data to spot at-risk customers and intervene quickly.
- Guide customer escalations from onboarding to CAM programming team.
Skills
Tools
Job description
CloudNC Ltd. is seeking a hands-on Product Support Manager to ensure every new customer goes live with CAM Assist and to own the ongoing product support function. The role combines onboarding, queue oversight, and line management in a fast-paced, remote US environment.
You will collaborate with the CAM programming team and continuously improve support processes. Responsibilities include running onboarding sessions, building playbooks and help content, and using usage data to prevent churn while
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