Customer Support Manager
CAI SoftwareBengaluru, Karnataka, India
Posted November 18, 2025
Full Time
About the Company
CAI Software, LLC specializes in delivering mission‑critical, production‑oriented software solutions to manufacturers and food & beverage producers, processors, and distributors worldwide. Their portfolio includes ERP, MES, WMS, EDI/e‑commerce, and process automation platforms that streamline operations from the shop floor to the supply chain. By integrating industry‑specific modules for sectors such as aerospace, defense, seafood, lumber, and precious metals, CAI tailors solutions that meet stringent regulatory and operational demands. The company’s global footprint and focus on end‑to‑end manufacturing excellence position it as a trusted partner for enterprises seeking to enhance productivity, traceability, and compliance. CAI’s culture of innovation, combined with a deep understanding of complex manufacturing environments, differentiates it as a leader in delivering scalable, mission‑critical software.
Job Description
The Customer Support Manager oversees a team of Customer Support Representatives 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.
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
- Strong communication skills need to be both written and verbal in English. Additional language skills such as Spanish, French or German ideally
- 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
Benefits
- Team Leadership & Development
- Operational & Performance Management
- Customer & Stakeholder Engagement
- Continuous Improvement