Customer Support Team Lead

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.

Process Manufacturing

This role is part of our Process Manufacturing business unit, which delivers ERP and operational software to manufacturers that transform raw materials into finished goods through formulas, recipes, or batch-driven processes. We serve food and beverage, pharmaceutical, chemical, nutraceutical, paint, supply chain logistics and related manufacturers - supporting end-to-end operations built for measurable performance outcomes.

About the Role

The Customer Support Team Lead oversees a team of Customer Support Representatives (CSRs) responsible for providing high-quality support for users of our SaaS ERP platform. This role focuses on coaching, performance management, metrics-driven execution, and cultivating a consultative support approach that helps customers maximize the value of the platform. The Manager ensures SLA adherence, operational efficiency, and continuous improvement across the team, while partnering with cross-functional leaders to escalate systemic issues and drive product and process enhancements.

What You'll Do

• 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).

What We're Looking For

• 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.  
• 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.

Preferred Qualifications

• 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.

 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.

Equal Employment Opportunity 

Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with the Immigration Reform and Control Act of 1986 (IRCA).

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).