CAI Software, LLC
Customer Support Team Lead
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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, supporting 5,000+ customers, guided by sound judgment, long-term thinking, and enduring outcomes.
CAI Business Units and the Markets We Serve
CAI Software is organised into three business units – Graphic Communications, Process Manufacturing, and Discrete Manufacturing— aligned to the markets we serve. This structure aligns teams closely with customer needs while leveraging the scale and support of a global software company.
This role sits within the Process Manufacturing business unit, which provides ERP and operational software to manufacturers transforming raw materials into finished goods via formulas, recipes, or batch-driven processes. We collaborate with small-to-enterprise manufacturers across industries such as food and beverage, bottling, pharmaceuticals, nutraceuticals, chemicals, paint, paper, tile, and supply chain logistics, supporting 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), delivering high-quality support for users of our SaaS ERP platform. This position focuses on team coaching, performance management, metrics-driven execution, and fostering a consultative support approach to maximise customer value.
Key responsibilities include:
- Ensuring SLA adherence and operational efficiency.
- Partnering with cross-functional leaders to escalate systemic issues and drive product/process improvements.
- Cultivating a culture centred on customer success.
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What You’ll Do
Team Leadership & Development
- Lead, mentor, and manage a global/offshore team of CSRs, aligning them with organisational business goals.
- Coordinate between senior management to CSR level, internal/external customers, and stakeholders.
- Overlap European/North American client hours to collaborate with customers and senior leadership.
- Conduct regular:
- 1:1s, performance check-ins, coaching sessions, and skill development training.
- Recruit, onboard, and train new hires to ensure capability and cultural alignment.
- Foster a positive, collaborative, and consultative support environment focused on customer success.
Operational & Performance Management
- Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity).
- Ensure work prioritisation and support queue management.
- Implement QA reviews to verify support standard adherence and documentation.
- Identify performance gaps and deploy solutions, such as training, process updates, or corrective coaching.
Customer & Stakeholder Engagement
- Serve as the escalation point for high-impact or complex customer issues.
- Collaborate with Customer Success on customer health, retention risk, and proactive support opportunities.
- Partner with Product, Engineering, Implementation teams for customer issue escalations and feedback.
Continuous Improvement
- Analyse incident patterns to improve knowledge base, ERPs, or internal workflows.
- Own/live options for SOPs, playbooks, and knowledge articles improvements.
- Support new product feature launches, ensuring team readiness via process, training, and resource updates.
What We’re Looking For
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Essential Requirements
- 7+ years in SaaS support, customer success, or shared services roles.
- 3–5+ years of team management or support service leadership experience.
- Graduate with a BE in Software Engineering or equivalent degree.
- Strong written and verbal communication skills in English; preference for Spanish, French, or German.
- ERP experience, e.g., NetSuite, SAP Business One, Odoo, or Acumatica/Sage/Oracle Cloud.
- Coaching ability for both technical and non-technical support staff.
- Proven track record in metrics-driven performance management and KPIs.
Preferred Qualifications
- Experience in multi-module ERP environments (Finance, SCM, HR, Payroll).
- Familiarity with support tools (Zendesk, Freshdesk, Jira Service Management, ServiceNow).
- Basic SQL, API troubleshooting, or workflow configuration familiarity.
Why Join Us
- High-visibility role: Drive transformative cross-functional initiatives under direct senior leadership.
- Work on the future of CAI’s operations, balancing logic with agility.
- Gain exposure across multiple business functions.
- Proactive environment: Champion status and clarity for complex challenges.
Equal Employment Opportunity
CAI Software is committed to diversity, equity, and inclusion:
- Consideration for all qualified candidates without regard to race, colour, creed, age, sex, religion, disability registration, or any basis under law.
- Reasonable accommodations will be provided for qualified applicants with disabilities.
Work Authorization
Candidates must be authorised to work in the United States.
Pay Transparency Nondiscrimination
CAI adheres to federal pay equity standards; inquiries about compensation are always welcome. Unauthorised sharing of another employee's pay information will not be tolerated. – 41 CFR 60-1.35(c).
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