Customer Support Technical Lead
Skills
Software As A ServiceAirline TicketingBusinessBusiness InsightsContinuous ImprovementCustomer ExperienceCustomer Success
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years in customer support or technical support
- 2+ years in a team lead or supervisory role
- Experience supporting ERP or complex B2B SaaS products
- Ability to lead motivate and develop a distributed or global team
- Strong analytical skills using support metrics and KPIs
- Excellent communication and escalation management skills
- Experience with ticketing platforms and knowledge base tools
- Ability to build and improve support processes and documentation
- Bachelor's degree or equivalent practical experience
- Manufacturing or ERP industry experience is a plus
Nice to have
- Customer-first mindset
- Continuous improvement
- Collaborative
- Calm under pressure
- Process oriented
Day to day
- Lead and coach a global customer support team to deliver responsive ERP support
- Oversee daily ticket handling and technical issue resolution while coordinating escalations across Engineering Product and Customer Success
- Improve support processes knowledge content and performance metrics to strengthen customer experience and operational efficiency
Hiring process
- Contact talent.acquisition@caisoft.com for disability accommodation if needed