{"id":1617659,"url":"https://alion.io/job/cai-software-customer-support-team-lead-2","title":"Customer Support Team Lead","company":{"id":1973432,"name":"CAI Software","domain":"caisoft.com","url":"https://alion.io/company/caisoft","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":94000,"max_usd":189000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":372},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Freshdesk","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true},{"name":"SQL","optional":true}],"status":"closed","first_seen_at":"2026-08-27T10:00:31Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-05T15:20:17Z","board_verified":false,"closed_at":"2026-10-05T15:20:17Z","days_open":39,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":39},"description":"Customer Support Team Lead\nAccelerate Performance.\nAbout CAI Software\nCAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.\nWith 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution - helping businesses move faster, operate smarter, and perform at their peak. We work across 15+ industries and 10+ countries, guided by three values built into our name: Candor, Accountability, and Impact.\nCAI Business Units and the Markets We Serve\nCAI Software is organized into three business units: Graphic Communications, Process Manufacturing, and Discrete Manufacturing - aligned to the industries we serve. This structure keeps our teams close to customer needs while operating with the scale and support of a global software company.\nProcess Manufacturing\nThis role is part of our Process Manufacturing business unit, which delivers ERP and operational software to manufacturers that transform raw materials into finished goods through formulas, recipes, or batch-driven processes. We serve food and beverage, pharmaceutical, chemical, nutraceutical, paint, supply chain logistics and related manufacturers - supporting end-to-end operations built for measurable performance outcomes.\nAbout the Role\nThe Customer Support Team Lead oversees a team of Customer Support Representatives (CSRs) responsible for providing high-quality support for users of our SaaS ERP platform. This role focuses on coaching, performance management, metrics-driven execution, and cultivating a consultative support approach that helps customers maximize the value of the platform. The Manager ensures SLA adherence, operational efficiency, and continuous improvement across the team, while partnering with cross-functional leaders to escalate systemic issues and drive product and process enhancements.\nWhat You'll Do\nTeam Leadership & Development\nLead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support.\nSupervise a group of team resources and align your team’s activities/objectives with organizational business goals. \nInteract with all levels of the customer support organization from Senior Management to Customer Support Representative level, internal/external customers and stakeholders. \nAvailability to work a shift that overlaps with European and North American Customers to collaborate with customers and CAI Leadership. \nConduct regular 1:1s, performance check-ins, coaching sessions, and skills development training.\nRecruit, onboard, and train new team members to ensure capability and cultural alignment.\nFoster a positive, collaborative, accountable, consultative support culture focused on customer success.\nOperational & Performance Management\nMonitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity).\nEnsure work is prioritized effectively and support queues are consistently managed.\nImplement QA reviews to ensure adherence to support standards and documentation best practices.\nIdentify performance gaps and take timely action to resolve them (training, process updates, etc.).\nCustomer & Stakeholder Engagement\nServe as the point of escalation for high-impact or complex customer issues.\nCollaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities.\nPartner with Product, Engineering, and Implementation teams to relay recurring issue trends and customer feedback.\nContinuous Improvement\nAnalyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows.\nOwn and refine Standard Operating Procedures (SOPs), playbooks, and knowledge base articles.\nSupport rollout of new product features and ensure team readiness (process, training, resource updates).\nWhat We're Looking For\n7+ years in SaaS support, customer success, or shared services roles.\n3-5+ years managing or leading a support or service delivery team (offshore or distributed team experience preferred). \nGraduate, preferably BE in Software Engineering or equivalent. \nStrong communication skills need to be both written and verbal in English. Additional language skills such as Spanish, French or German ideally.\nExperience supporting or administering ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).\nStrong communication skills with the ability to coach both technical and non-technical support staff.\nDemonstrated ability to manage performance using operational metrics and KPIs.\nPreferred Qualifications\nExperience implementing or supporting multi-module ERP environments (Finance, Supply Chain, HR, Payroll, Project Business, etc.).\nFamiliarity with support tools such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar platforms.\nBasic familiarity with SQL queries, workflow configuration, or API troubleshooting.\nWhy Join CAI\nAt CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like - and we are building the team to lead that work.\nOur four pillars define how we deliver for customers - and how we work:\nBuilt to Fit - Fits how your business runs so performance comes standard\nBuilt to Expedite - Speeds time to performance without heavy lifts or delays.\nBuilt to Deliver - AI turns action and insights into measurable performance.\nBuilt to Scale - Sustains and scales performance without disruption.\nEqual Employment Opportunity\nCAI Software is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, sex (including pregnancy, sexual orientation, and gender identity or expression), religion, disability, , genetic information, marital status, veteran status, or any other basis protected by local, state or federal law.\nDisability Accommodation\nCAI Software endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying, please contact us at  or send an e-mail with your specific accommodation request.\nWork Authorization\nApplicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with the Immigration Reform and Control Act of 1986 (IRCA).\nPay Transparency Nondiscrimination\nCAI Software will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).","description_format":"text","description_chars":8107,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"Spanish","level":"All levels","optional":false},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Food & Beverages","Software","Transportation & Logistics"],"lifecycle":[{"event":"open","at":"2026-10-01T20:37:52Z"},{"event":"close","at":"2026-10-05T15:20:17Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/cai-software-customer-support-team-lead-2","json_url":"https://alion.io/job/cai-software-customer-support-team-lead-2.json","meta":{"generated_at":"2026-10-12T20:36:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33504,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1973432},"rest":"https://alion.io/mcp/rest/get_company?id=1973432"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcai-software-customer-support-team-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcai-software-customer-support-team-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcai-software-customer-support-team-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cai-software-customer-support-team-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcai-software-customer-support-team-lead-2"}]}