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 6200 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 Youll Do

Team Leadership & Development

• 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 teams activities/objectives with organizational business goals.â
• Interact with all levels of the customer support organization from Senior Management to Customer Support Representative level internal/external customers and stakeholders.â
• 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.

Operational & Performance Management

• 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.).

Customer & Stakeholder Engagement

• 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.

Continuous Improvement

• 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 Were 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 6200 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

CAI Softwareis an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color national origin age sex (including pregnancy sexual orientation and gender identity or expression) religion disability genetic information marital status veteran status or any other basis protected by local state or federal law.

Disability Accommodation

CAI Softwareendeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying please contact us at or send an e-mail with your specific accommodation request.

Required Experience:

Manager