Customer Support Team Lead

Job Overview

The Customer Support Manager oversees a team of Customer Support Representatives (CSRs) responsible for providing high‑quality support for users of our Saa S 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 elevate systemic issues and drive product and process enhancements.

Responsibilities

• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high‑quality customer support, supervise team resources, and align activities with organizational business goals.
• Interact with all levels of the customer support organization and internal/external customers and stakeholders.
• Work a shift that overlaps with European and North American customers to collaborate with customers and 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); prioritize work and manage support queues effectively.
• 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).

Qualifications

• 7+ years in Saa S 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 written and verbal communication skills in English.
• Additional language skills such as Spanish, French or German are desirable.
• Experience supporting or administering ERP platforms (e. g., Net Suite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).
• 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, Service Now, or similar platforms.
• Basic familiarity with SQL queries, workflow configuration, or API troubleshooting.
• Ability to coach both technical and non‑technical support staff.
• Demonstrated ability to manage performance using operational metrics and KPIs.

Benefits

• Opportunity to drive some of the most critical transformation initiatives in our company's history.
• Highly visible role working directly with senior leadership to shape the future operating model.
• Exposure across every function of the business.
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