Customer Support & Implementation Consultant

📍 United States — Remote (occasional travel) · Full-time

About 2cloudnine

2cloudnine builds payroll and time-interpretation software on the Salesforce platform, purpose-built for the staffing industry. We're expanding into the US market, and this is a ground-floor opportunity to help shape how we support and deliver for our growing US customer base.

The role

You'll be the face of 2cloudnine to our US customers — splitting your time roughly 50/50 between Customer Support (resolving cases, managing escalations, onboarding new customers) and Implementation Consulting (discovery, configuration, testing and training on customer projects). It's a varied, hands-on role for someone who's equally comfortable solving a live support issue and shaping a new implementation.

What you'll do

- 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

What you'll bring

- 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). This is what sets the strongest candidates apart.

- Strong problem-solving and excellent written/verbal communication

- Knowledge of US payroll and time/wage rules (FLSA, multi-state) preferred

- Salesforce configuration experience (declarative) an advantage

- Business analysis or implementation-consulting background a plus

- You must be legally allowed to work in the US

Why join

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.