Customer Support Team Lead

CAI Software, LLC; Molde; Hybrid; NOK 900,000 - 1,100,000; Full time

Job summary

CAI Software, LLC seeks a Customer Support Team Lead for its Maritech cloud ERP platform in the Process Manufacturing unit. The role focuses on coaching, metrics-driven execution, and a consultative approach to help customers maximize value.

You will ensure SLA adherence, drive continuous improvement, and partner with Product, Engineering, and Success teams. Ideal candidates have 7+ years in SaaS support, 3-5+ years leading teams, and strong Norwegian and English communication, with ERP platform

Qualifications

• 7+ years in SaaS support, customer success, or shared services roles.
• 3-5+ years leading a support or service delivery team (offshore or distributed).
• Graduated, preferably BE in Software Engineering or equivalent.
• Excellent written and verbal Norwegian and English; multilingual a plus.
• Experience with ERP platforms and enterprise support tools.

Responsibilities

• Lead, coach, and develop a regional CSR team to deliver high-quality support.
• Monitor SLA, FCR, CSAT, backlog, and productivity; optimize queues.
• Collaborate with Product, Engineering, and Implementation on issues and improvements.
• Escalate complex cases and coordinate with Customer Success for health and renewal risk.
• Drive SOPs, playbooks, and knowledge base enhancements.

Skills

SaaS support

Team leadership

Norwegian language

English language

ERP platforms

Customer coaching

KPIs & metrics

Education

BE in Software Engineering or equivalent

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Salesforce

Job description

Customer Support Team Lead

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.

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 - Maritech solution, 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, seafood, 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 Maritech solution - a specialized cloud ERP platform for the seafood industry. 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.

What You'll Do

Team Leadership & Development

• Lead, mentor, and manage a regional 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.).

Customer & Stakeholder Engagement

• 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.

Continuous Improvement

• 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.
• Excellent proficiency in written and verbal skills in Norwegian and English. Additional language skills such as Spanish, French or German, ideally
• Ability to manage and participate in switchboard coverage rotation ensuring all incoming calls are answered and routed appropriately, and missed calls are returned as needed
• 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.
• Working knowledge in case/ticket management systems, such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, Salesforce, or similar platforms, with the ability to leverage platform capabilities to optimize case handling and reporting.
• Demonstrated ability to manage performance using operational metrics and KPIs.
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