Customer Support Team Lead

CAI Software, LLC•, UT

About The Position

The Customer Support Manager oversees a team of Customer Support Representatives (CSRs) responsible for providing high-quality support for users of our SaaS ERP platform. This role focuses on coaching, performance management, metrics-driven execution, and cultivating a consultative support approach that helps customers maximize the value of the platform. The Manager ensures SLA adherence, operational efficiency, and continuous improvement across the team, while partnering with cross-functional leaders to escalate systemic issues and drive product and process enhancements.

Requirements

7+ years in SaaS support, customer success, or shared services roles.
3-5+ years managing or leading a support or service delivery team (offshore or distributed team experience preferred).
Graduate, preferably BE in Software Engineering or equivalent.
Strong communication skills need to be both written and verbal in English.
Experience supporting or administering ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).
Strong communication skills with the ability to coach both technical and non-technical support staff.
Demonstrated ability to manage performance using operational metrics and KPIs.
Applicants must be authorized to work in the United States.

Nice To Haves

Additional language skills such as Spanish, French or German ideally.
Experience implementing or supporting multi-module ERP environments (Finance, Supply Chain, HR, Payroll, Project Business, etc.).
Familiarity with support tools such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar platforms.
Basic familiarity with SQL queries, workflow configuration, or API troubleshooting.

Responsibilities

Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support.
Supervise a group of team resources and align your team’s activities/objectives with organizational business goals.
Interact with all levels of the customer support organization from Senior Management to Customer Support Representative level, internal/external customers and stakeholders.
Availability to work a shift that overlaps with European and North American Customers to collaborate with customers and CAI Leadership.
Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training.
Recruit, onboard, and train new team members to ensure capability and cultural alignment.
Foster a positive, collaborative, accountable, consultative support culture focused on customer success.
Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity).
Ensure work is prioritized effectively and support queues are consistently managed.
Implement QA reviews to ensure adherence to support standards and documentation best practices.
Identify performance gaps and take timely action to resolve them (training, process updates, etc.).
Serve as the point of escalation for high-impact or complex customer issues.
Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities.
Partner with Product, Engineering, and Implementation teams to relay recurring issue trends and customer feedback.
Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows.
Own and refine Standard Operating Procedures (SOPs), playbooks, and knowledge base articles.
Support rollout of new product features and ensure team readiness (process, training, resource updates).