Customer Technical Support Manager

CAI Software is a company that builds digital work execution platforms and software solutions for manufacturing businesses. The Customer Technical Support Manager will oversee a team of Customer Support Representatives, ensuring high-quality support for users of the SaaS ERP platform and driving continuous improvement across the team.

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)

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
• 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
• 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