Customer Support Team Lead
RemoteUnited Kingdom
Job Summary
Lead, mentor, and manage a global CSR team to deliver consistent, high-quality support for users of the SaaS ERP platform. Supervise team resources, conduct regular 1:1s, and recruit new members while ensuring SLA adherence and operational efficiency. Serve as the escalation point for complex customer issues and partner with Product, Engineering, and Customer Success teams to drive process enhancements. Analyze support patterns to refine SOPs and knowledge base articles, fostering a consultative culture focused on customer success. Work a shift overlapping with European and North American customers to collaborate directly with stakeholders and leadership.
Required Qualifications
- 7+ years in SaaS support, customer success, or shared services roles
- 3-5+ years managing or leading a support or service delivery team
- Graduate, preferably BE in Software Engineering or equivalent
- Strong communication skills need to be both written and verbal in English
- Experience supporting or administering ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud)
- Strong communication skills with the ability to coach both technical and non-technical support staff
- Demonstrated ability to manage performance using operational metrics and KPIs
- Applicants must be authorized to work in the United States
Desired Qualifications
- offshore or distributed team experience
- Additional language skills such as Spanish, French or German
- Experience implementing or supporting multi-module ERP environments (Finance, Supply Chain, HR, Payroll, Project Business, etc.)
- Familiarity with support tools such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar platforms
- Basic familiarity with SQL queries, workflow configuration, or API troubleshooting
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