Customer Support Team Lead

Customer Support Team Lead -

About CAI

CAI Software builds digital work execution platforms and software solutions that help manufacturing businesses operate with greater clarity and control. Our people bring structure to complexity by replacing fragmented paper-based processes with connected digital workflows that improve visibility compliance and decision-making in real industrial environments. With 45 years of experience and a presence across 10 countries CAI combines deep industry understanding with practical technology. Our teams work across 15 core industries and support 5000 customers guided by sound judgment long-term thinking and outcomes that endure.

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units - Graphic Communications Process Manufacturing and Discrete Manufacturing aligned to the markets we serve. This structure allows our teams to stay close to customer needs while operating with the scale and support of a global software company.

This role is part of our Process Manufacturing business unit which provides ERP and operational software to manufacturers that transform raw materials into finished goods through formulas recipes or batch-driven processes. We work with small to enterprise manufacturers across industries such as food and beverage bottling pharmaceuticals nutraceuticals chemicals paint paper tile and supply chain logisticssupporting end-to-end operations from sourcing through production and distribution.

About the Role

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.

What Youll Do

Team Leadership & Development

• 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 teams activities/objectives with organizational business goals.â
• Interact with all levels of the customer support organization from Senior Management to Customer Support Representative level internal/external customers and stakeholders.â
• 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.

Operational & Performance Management

• 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.).

Customer & Stakeholder Engagement

• 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.

Continuous Improvement

• 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).

What Were Looking For

• 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. Additional language skills such as Spanish French or German ideally.
• 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.

Preferred Qualifications

• 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.

Why Join Us
Youll have the opportunity to drive some of the most critical transformation initiatives in our companys history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. Youll bring clarity discipline and execution focus to complex cross-functional programs while gaining exposure across every function of the business.

Equal Employment Opportunity

CAI Softwareis an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color national origin age sex (including pregnancy sexual orientation and gender identity or expression) religion disability genetic information marital status veteran status or any other basis protected by local state or federal law.

Disability Accommodation

CAI Softwareendeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying please contact us at or send an e-mail with your specific accommodation request.

Work Authorization

Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with theImmigration Reform and Control Act of 1986 (IRCA).

Pay Transparency Nondiscrimination

CAI Softwarewill not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Employment Type : Full-Time
Experience: years
Vacancy: 1