SaaS Support Team Lead — ERP & Customer Success
CAI Software, LLC
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Job summary
CAI Software is seeking a Customer Support Team Lead to guide the Maritech support team for our cloud ERP platform serving the seafood industry. The role centers on coaching, performance management, and a consultative approach to maximize product value for customers.
You will partner with Product, Engineering, and Implementation teams to ensure SLA adherence, drive continuous improvement across processes and documentation, and elevate the support organization to deliver measurable outcomes.
Qualifications
- 7+ years in SaaS support or customer success.
- 3-5+ years leading a support or service delivery team.
- Graduate, preferably BE in Software Engineering or equivalent.
- Excellent proficiency in Norwegian and English; additional languages a plus.
- Experience with ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).
Responsibilities
- Lead, mentor, and manage a regional CSR team to deliver high‑quality support.
- Monitor SLA, FCR, CSAT, backlog, and productivity; ensure priority is correct.
- Engage with customers and stakeholders; escalate issues as needed.
- Drive SOPs, knowledge base, and process improvements.
Skills
Education
Tools
Job description
CAI Software is seeking a Customer Support Team Lead to guide the Maritech support team for our cloud ERP platform serving the seafood industry. The role centers on coaching, performance management, and a consultative approach to maximize product value for customers.
You will partner with Product, Engineering, and Implementation teams to ensure SLA adherence, drive continuous improvement across processes and documentation, and elevate the support organization to deliver measurable outcomes.
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