ERP Support Team Lead — AI-Driven, Global Coverage

ePS

Norway

Hybrid

NOK 850,000 - 1,100,000

Full time

2 days ago

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Job summary

CAI Software is seeking a Customer Support Team Lead for its Maritech cloud ERP platform, serving the seafood industry. You will coach and manage a regional CSR team, drive performance against SLA metrics, and foster a consultative support culture that delivers value to customers.

You will partner with Product, Engineering, and Success teams to identify trends, Upskill staff, and ensure a scalable support operation across Europe and North America while prioritizing AI-enabled improvements.

Qualifications

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.

Responsibilities

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 Representatives and stakeholders.
Availability to work a shift overlapping 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.