CAI Software, LLC
Customer Support Technical Lead
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Customer Support Team Lead
Accelerate Performance.
About CAI Software
CAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.
With 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution - helping businesses move faster, operate smarter, and perform at their peak. We work across 15+ industries and 10+ countries, guided by three values built into our name: Candor, Accountability, and Impact.
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 industries we serve. This structure keeps our teams 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 logistics—supporting end-to-end operations from sourcing through production and distribution.
About the Role
CAI Software is seeking a Customer Support Team Lead to join our Process Manufacturing team, leading a global support team that delivers exceptional ERP support to our manufacturing customers. This role drives operational excellence, customer satisfaction, and continuous improvement across the support function, combining hands-on team leadership with a focus on process, metrics, and customer experience.
What You'll Do
- Lead, coach, and develop a global team of customer support representatives, setting clear performance expectations and providing regular feedback
- Oversee day-to-day support operations, ensuring timely, accurate resolution of customer inquiries and technical issues related to our ERP solutions
- Monitor and report on key support metrics (response time, resolution time, CSAT, ticket volume) and drive initiatives to improve them
- Serve as an escalation point for complex or high-priority customer issues, coordinating with Engineering, Product, and Customer Success teams as needed
- Develop and refine support processes, workflows, and knowledge base content to improve efficiency and consistency across the team
- Partner with Customer Success and Account Management to identify at-risk accounts and proactively address customer concerns
- Conduct regular one-on-ones, team meetings, and training sessions to build team capability and morale
- Analyze support trends and customer feedback to identify product or process improvement opportunities
- Manage staffing, scheduling, and coverage to ensure consistent global support availability
- Champion a customer-first culture and continuous improvement mindset within the support organization
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What We're Looking For
- 5+ years of experience in customer support or technical support, with at least 2 years in a team lead or supervisory role
- Experience supporting ERP or other complex B2B SaaS software products
- Proven ability to lead, motivate, and develop a distributed or global team
- Strong analytical skills with experience using support metrics and KPIs to drive performance improvement
- Excellent communication and interpersonal skills, with the ability to manage escalations calmly and effectively
- Experience with support or ticketing platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and knowledge base tools
- Demonstrated ability to build and improve support processes and documentation
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent practical experience
- Experience in manufacturing, process manufacturing, or ERP industries is a plus
Why Join CAI
At CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like — and we are building the team to lead that work.
Our four pillars define how we deliver for customers — and how we work:
- Built to Fit - Fits how your business runs so performance comes standard
- Built to Expedite - Speeds time to performance without heavy lifts or delays.
- Built to Deliver - AI turns action and insights into measurable performance.
- Built to Scale - Sustains and scales performance without disruption.
CAI Software is an “EEO/Veterans/Disabled employer.”
Benefits & Remuneration
- Competitive salary and comprehensive benefits package
- Hybrid work environment
- Generous holiday allowance and additional employee perks
- Strong focus on Individual Career Development (IDP)
- Clear progression plan with opportunities for a long-term career within the business
- Future opportunity to build and lead your own team as the business grows
- Exposure to global teams and customers
- Be part of a leading ERP software vendor serving Manufacturers, Food & Beverage producers, processors, distributors, and the Print Industry
- Join a collaborative, values-led team committed to growing the business and enabling customers to thrive
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Equal Employment Opportunity
CAI Software is 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 Software endeavors 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 talent.acquisition@caisoft.com or send an e-mail with your specific accommodation request.
Pay Transparency Nondiscrimination
CAI Software will 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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
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