[Remote] Customer Technical Support Manager
Note: The job is a remote job and is open to candidates in USA. 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)
Skills
- 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
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