Customer Support Team Lead

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⛷️ Utah – Remote

⛷️ Utah – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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CAI Software, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

Manufacturing • SaaS • B2B

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 • 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

• 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

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