Customer Support Team Lead
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Job Description
Customer Support Team Lead guiding regional teams supporting CAI Software’s Maritech cloud ERP for seafood manufacturers. Managing performance, escalations, SLAs, and continuous support improvements.
Responsibilities:
- Lead, mentor, and manage a regional Customer Support Representative team
- Align team activities and objectives with organizational business goals
- Collaborate with customer support leadership, internal and external customers, and stakeholders
- Work shifts overlapping with European and North American customers
- Conduct 1:1s, performance check-ins, coaching sessions, and skills development training
- Recruit, onboard, and train new team members
- Foster a positive, collaborative, accountable, and consultative support culture
- Monitor and report on SLA, FCR, CSAT, backlog, and productivity metrics
- Prioritize work and manage support queues
- Implement quality assurance reviews and documentation best practices
- Address performance gaps through training and process updates
- Serve as escalation point for high-impact or complex customer issues
- Collaborate with Customer Success on customer health, adoption, renewal risk, and proactive support
- Partner with Product, Engineering, and Implementation teams on recurring issues and customer feedback
- Analyze support request patterns to improve documentation, product functionality, and workflows
- Own and refine SOPs, playbooks, and knowledge base articles
- Support new product feature rollouts and ensure team readiness
Requirements:
- 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
- Excellent written and verbal Norwegian and English skills
- Additional language skills such as Spanish, French, or German ideally
- Ability to manage and participate in switchboard coverage rotation
- Experience supporting or administering ERP platforms such as NetSuite, SAP Business One, Odoo, Acumatica, Sage, or Oracle ERP Cloud
- Strong communication skills to coach technical and non-technical support staff
- Working knowledge of case/ticket management systems such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or Salesforce
- Demonstrated ability to manage performance using operational metrics and KPIs
- Self-driven with a structured approach to task execution
- Ability and initiative to incorporate AI tools into daily work and champion AI adoption across the team
- Experience implementing or supporting multi-module ERP environments preferred
- Basic familiarity with SQL queries, workflow configuration, or API troubleshooting preferred
Benefits:
- Remote work arrangement
- Opportunity to work with a global software company serving 6,200+ customers across 15+ industries
- Exposure to AI-driven performance tools and adoption initiatives
- Professional development through coaching, skills development training, and onboarding responsibilities
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