At a Glance
- Tasks: Lead a global customer support team and drive operational excellence in ERP solutions.
- Company: Join CAI Software, a leader in AI-driven manufacturing solutions.
- Benefits: Competitive salary, career growth, and a chance to shape the future of manufacturing software.
- Other info: Be part of a dynamic team dedicated to innovation and customer satisfaction.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: 5+ years in customer support, with leadership experience and strong analytical skills.
The predicted salary is between 63000 - 77000 £ per year.
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.
About the Role
CAI Software is seeking a Customer Support Team Lead to join our Process Manufacturing team, leading a global support team that delivers exceptional ERP support to our manufacturing customers. This role drives operational excellence, customer satisfaction, and continuous improvement across the support function, combining hands-on team leadership with a focus on process, metrics, and customer experience.
What You'll Do
- Lead, coach, and develop a global team of customer support representatives, setting clear performance expectations and providing regular feedback.
- Oversee day-to-day support operations, ensuring timely, accurate resolution of customer inquiries and technical issues related to our ERP solutions.
- Monitor and report on key support metrics (response time, resolution time, CSAT, ticket volume) and drive initiatives to improve them.
- Serve as an escalation point for complex or high-priority customer issues, coordinating with Engineering, Product, and Customer Success teams as needed.
- Develop and refine support processes, workflows, and knowledge base content to improve efficiency and consistency across the team.
- Partner with Customer Success and Account Management to identify at-risk accounts and proactively address customer concerns.
- Conduct regular one-on-ones, team meetings, and training sessions to build team capability and morale.
- Analyze support trends and customer feedback to identify product or process improvement opportunities.
- Manage staffing, scheduling, and coverage to ensure consistent global support availability.
- Champion a customer-first culture and continuous improvement mindset within the support organization.
What We're Looking For
- 5+ years of experience in customer support or technical support, with at least 2 years in a team lead or supervisory role.
- Experience supporting ERP or other complex B2B SaaS software products.
- Proven ability to lead, motivate, and develop a distributed or global team.
- Strong analytical skills with experience using support metrics and KPIs to drive performance improvement.
- Excellent communication and interpersonal skills, with the ability to manage escalations calmly and effectively.
- Experience with support or ticketing platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and knowledge base tools.
- Demonstrated ability to build and improve support processes and documentation.
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent practical experience.
- Experience in manufacturing, process manufacturing, or ERP industries is a plus.
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.
CAI Software is an “EEO/Veterans/Disabled employer.”
Customer Support Technical Lead employer: CAI Software, LLC
CAI Software, LLC is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. With a commitment to employee growth, we offer extensive training and development opportunities, ensuring our team members thrive in their careers. Located in the UK, our company provides a supportive environment where you can make a meaningful impact in the Graphic Communications sector while enjoying a healthy work-life balance.
