Customer Support Team Lead

Epssw; United Kingdom; Hybrid; GBP 55,000 - 90,000; Full time

Job summary

CAI Software in the United Kingdom is seeking a Customer Support Team Lead to guide a global offshore CSR group, ensuring high-quality service and SLA adherence. You will coach, assess performance, and drive improvements across processes, with cross-functional collaboration to elevate product support.

The role emphasizes a consultative approach, KPI-driven management, and readiness to scale operations as CAI expands its AI-assisted ERP offerings for manufacturers worldwide.

Qualifications

• 7+ years in SaaS support or customer success.
• 3-5+ years managing or leading a support or service delivery team (offshore/distributed).
• Graduate, BE in Software Engineering or equivalent.
• Strong English communication (verbal and written); additional languages a plus.
• Experience supporting ERP platforms (NetSuite, SAP Business One, Odoo, etc.).
• Ability to coach and drive performance using KPIs.

Responsibilities

• Lead, mentor, and manage a global/offshore CSR team delivering consistent, high-quality support.
• Monitor SLA adherence and drive process improvements across the org.
• Collaborate with Product, Engineering, and Implementation to feedback trends and improve the product.
• Conduct regular 1:1s, performance reviews, and training.
• Recruit, onboard, and retain talent aligned with CAI culture.

Skills

SaaS support

Team leadership

English comms

ERP platforms

Offshore teams

Coaching

Education

BE in Software Engineering

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Job description

Job Category: Customer and Professional Services

Requisition Number: CUSTO002878

• Posted : August 20, 2026
• Full-Time
• Remote

Locations

Showing 1 location

REMOTE, DB REMOTE, GBR

Description

Accelerate Performance.

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.

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 upscale systemic issues and drive product and process enhancements.

What You'll Do

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

What We're 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 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 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 [e-mail] or send an e‑mail with your specific accommodation request.