Customer Support Team Lead

🕒 July 3

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CAI Software, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

📦 Logistics

🏭 Manufacturing

Food & Beverage • Logistics • Manufacturing

CAI Software, LLC is a provider of production-oriented business management software for manufacturers, processors, distributors, and the graphic communications industry. The company delivers enterprise solutions including ERP, MES, WMS, EDI, inventory management, process automation, digital work instructions, and MIS to streamline operations, improve visibility, and optimize production and distribution workflows across industries such as seafood, food & beverage, aerospace, automotive, electronics, and printing. CAI supports deployment, implementation, and ongoing customer support for integrated, end-to-end software suites and enabling apps aimed at midmarket and enterprise customers.

📋 Description

• 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 • 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 • 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 • Own and refine Standard Operating Procedures (SOPs), playbooks, and knowledge base articles

🎯 Requirements

• 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

• Equal Employment Opportunity • Reasonable accommodations for applicants with disabilities • Opportunity to drive critical transformation initiatives