Customer Support Manager

What you ll do:

• Oversee day-to-day operations of the customer support department, ensuring timely resolution of customer requests.
• Handle escalations and manage key accounts, acting as the primary point of contact for critical issues.
• Lead hiring, training, and upskilling efforts to maintain a high-performing support team.
• Conduct performance reviews, identify top talent, and create succession plans.
• Implement and refine support processes to improve customer satisfaction.
• Keep the team informed of product updates, procedural changes, and emerging trends.
• Collaborate closely with Subject Matter Experts (SMEs) to upskill the team in both technical and soft skills.
• Analyze support metrics, prepare detailed reports, and recommend improvements.
• Assess ongoing training needs to ensure the team has the necessary skills and deep product knowledge.
• Deliver performance evaluations and manage disciplinary processes as needed.
• Monitor service quality to ensure the team consistently meets or exceeds customer expectations.
• Conduct regular audits to verify process compliance and identify areas for improvement.
• Coordinate with Product Development, QA, Cloud Operations, and other departments to enhance customer experience.
• Ensure all client issues are fully resolved, with no outstanding concerns since the last interaction.

What you ll need to succeed:

• Bachelor s degree in computer science or equivalent.
• Minimum 5+ years of experience managing teams supporting international customers (preferably US) in application support.
• Strong understanding of support operations, including KPIs, CSAT surveys, and NPS.
• Proven ability to hire, train, and mentor teams for complex ERP product support.
• Ability to quickly grasp and master complex ERP product functionality.
• Experience collaborating with SMEs to upskill teams in technical and soft skills.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Ability to multitask, prioritize, and remain impartial under pressure.
• Advanced proficiency in Reporting and Analysis through Excel.
• Experience with ServiceNow or a similar ticketing tool.
• Knowledge of SQL will be an added advantage.

We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.

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