Customer Support Team Lead

CAI Software, LLC

Customer Support Manager overseeing a global offshore CSR team for SaaS ERP platform. Leading support excellence and customer engagement to ensure operational efficiency.

Posted 7/3/2026full-timeRemote • Utah • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudERPOracleOracle ERP

About the role

Key responsibilities & impact

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
Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training
Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity)
Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities
Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows

Requirements

What you’ll need

7+ years in SaaS support, customer success, or shared services roles
3-5+ years managing or leading a support or service delivery team
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.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Support ManagementPerformance Metrics AnalysisCoaching And TrainingOperational Metrics MonitoringDocumentation Improvement

Soft Skills

LeadershipCollaborationCoachingCommunication