Global SaaS Support Team Lead – ERP & Customer Success

CAI Software, LLC

Molde

Hybrid

NOK 900,000 - 1,100,000

Full time

6 days ago

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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.