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ECI Software Solutions · 7 hours ago

Senior Manager of Customer Support

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

5+ years exp

ECI Software Solutions is seeking a Senior Manager of Customer Support to lead advanced support teams within the AMER region. This role involves managing a skilled group of support agents, resolving technical issues, and driving strategic initiatives that align with organizational priorities.

CRMEnterprise Resource Planning (ERP)SaaS

Responsibilities

Directly manage senior-level agents and swarm leads supporting high-complexity ERP products or strategic accounts

Coach and lead the team to resolve deeply technical issues while maintaining exceptional customer interactions

Build a performance-driven, customer-first culture focused on ownership, accountability, and continuous learning

Translate high-level goals into clear, actionable execution plans for your team

Effectively manage up by providing data-driven updates, surfacing key risks, and proactively driving initiatives forward

Collaborate with Directors and Senior Leadership to ensure your pod(s) align with broader support strategy and customer needs

Own pod performance across KPIs such as CSAT, Time to Resolve (TTR), Initial Response Time (IRT), and pod containment

Lead escalations and guide root cause resolution across high-impact customer issues

Identify performance gaps and process friction points, using data to implement continuous improvements

Guide your team in applying deep product and troubleshooting knowledge

Drive documentation, playbook development, and tooling enhancements to improve efficiency and reduce resolution time

Partner with internal teams to streamline case flow, improve communication, and advocate for customers

Lead onboarding, training, and skill development programs for your agents

Drive cross-training efforts and build a flexible, multi-skilled team

Mentor high-potential agents and develop future leaders from within the pod

Qualification

Customer service managementSaaS/cloud expertiseTechnical team leadershipERP support experienceData-driven decision makingCross-functional collaborationProcess improvementSoft skills coachingOnboardingTrainingPerformance managementOperational change programsSQL familiarityAPI troubleshootingITIL certificationPMP certificationAgile certificationCommunicationMentoring skills

Required

5+ years in customer service people management

3+ years at senior manager level

Proven experience managing up, presenting to leadership, and executing on strategic initiatives

Strong understanding of support operations and case management across multiple channels (phone, chat, email, portal)

Excellent communicator and collaborator with cross-functional teams, including Product, Development, and Professional Services

Proven ability to lead technical teams and drive success in SaaS/cloud environments; must bring hands-on technical expertise combined with strong leadership capabilities