Global ERP Support Lead – Customer Success

CAI Software, LLC; Norway; On-site; NOK 700,000 - 900,000; Full time

Job summary

CAI Software, LLC is seeking a Customer Support Team Lead for its Maritech cloud ERP platform in the Process Manufacturing unit. You will coach a regional CSR team, align activities with business goals, and engage with leaders to escalate issues and drive improvements.

You will oversee SLA, CSAT, and QA programs, while collaborating with Product, Engineering, and Customer Success to optimize processes and customer outcomes.

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.
• 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.

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 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.
• 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).

Skills

SaaS support

Team leadership

ERP platforms

English communication

Cross-functional collaboration

Education

BE in Software Engineering

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Job description

CAI Software, LLC is seeking a Customer Support Team Lead for its Maritech cloud ERP platform in the Process Manufacturing unit. You will coach a regional CSR team, align activities with business goals, and engage with leaders to escalate issues and drive improvements.

You will oversee SLA, CSAT, and QA programs, while collaborating with Product, Engineering, and Customer Success to optimize processes and customer outcomes.