Remote: Global SaaS 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

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.