Description
CAI Software is hiring a Customer Support Team Lead to oversee a global or offshore team of Customer Support Representatives supporting users of its SaaS ERP platform. The role focuses on coaching, performance management, SLA and productivity metrics, quality assurance, team recruitment and training, customer escalation, and collaboration with Customer Success, Product, Engineering, and Implementation teams. Candidates need at least seven years of SaaS support, customer success, or shared services experience, three to five years managing a support or service delivery team, ERP platform experience, strong English communication skills, and the ability to coach technical and non-technical staff.
