Senior Customer Support Team Lead, Cloud ERP (SaaS)

Maritech AS (a CAI Software Company)

Molde

On-site

NOK 900,000 - 1,100,000

Full time

2 days ago

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Job summary

CAI Software is seeking a Customer Support Team Lead for the Maritech cloud ERP platform in Molde. You will coach a regional CSR team, drive performance, and ensure SLA adherence while collaborating with Product, Engineering, and Customer Success to improve the product and processes.

You’ll oversee metrics, conduct coaching, recruit new members, and foster a consultative, customer-centric support culture across Europe and beyond.

Qualifications

7+ years in SaaS support, customer success, or shared services.
3-5+ years managing or leading a support or service delivery team.
Experience supporting or administering ERP platforms (e.g., NetSuite, SAP, Odoo, Sage).
Strong written and verbal English communication skills.
Familiarity with support tools like Zendesk, Freshdesk, Jira, or ServiceNow.

Responsibilities

Lead, mentor, and manage a regional CSR team to deliver consistent, high-quality customer support.
Supervise a group of team resources and align activities with business goals.
Interact with all levels of the customer support organization and stakeholders.
Availability to work a shift overlapping with European and North American customers.
Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training.
Recruit, onboard, and train new team members.
Foster a positive, collaborative, accountable, consultative support culture.