[Remote] Customer Technical Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company Software is a company that builds digital work execution platforms and software solutions for manufacturing businesses. The Customer Technical Support Manager will reputed company reputed company of Customer Support Representatives, ensuring high-reputed company support for users of the reputed company ERP platform and driving reputed company improvement across reputed company.

Responsibilities

• reputed company, mentor, and manage a global/offshore CSR team to deliver consistent, high-reputed company customer support
• Supervise a group of team resources and reputed company your team’s activities/objectives with organizational business goals
• reputed company with reputed company reputed company of the customer support organization from Senior Management to Customer Support Representative level, internal/reputed company customers and stakeholders
• Availability to work a shift that overlaps with European and reputed company American Customers to collaborate with customers and reputed company Leadership
• Conduct regular 1:1s, performance reputed company-ins, coaching sessions, and skills development training
• Recruit, reputed company, and train new team members to ensure capability and cultural alignment
• Foster a reputed company, reputed company, accountable, consultative support culture reputed company on reputed company
• Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity)
• Ensure work is prioritized effectively and support queues are consistently managed
• Implement QA reviews to ensure adherence to support standards and documentation best practices
• Identify performance gaps and take reputed company reputed company to resolve them (training, process updates, etc.)
• Serve as the reputed company of escalation for high-reputed company or reputed company customer issues
• Collaborate with reputed company to reputed company on customer health, adoption, renewal risk, and proactive support opportunities
• Partner with Product, Engineering, and Implementation teams to reputed company recurring issue trends and customer feedback
• Analyze patterns in support requests to reputed company improvements in documentation, product functionality, and internal workflows
• Own and refine reputed company Operating Procedures (SOPs), playbooks, and knowledge reputed company articles
• Support rollout of new product features and ensure team readiness (process, training, resource updates)

Skills

• 7+ years in reputed company support, reputed company, 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
• Experience supporting or administering ERP platforms (e.g., reputed company, reputed company Business One, Odoo, reputed company, reputed company, reputed company ERP reputed company)
• Strong communication skills with the ability to reputed company both technical and non-technical support staff
• Demonstrated ability to manage performance using operational metrics and KPIs
• Experience implementing or supporting multi-module ERP environments (Finance, Supply Chain, HR, Payroll, Project Business, etc.)
• Familiarity with support tools such as reputed company, reputed company, Jira Service Management, reputed company, or similar platforms
• Basic familiarity with SQL queries, workflow configuration, or API troubleshooting

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