.Customer Support Associate ManagerThe Customer Support Associate Manager oversees a team to provide guidance and resolution to customer issues while ensuring adherence to guidelines and company policies. The role focuses on workload distribution, training, and continuous improvement activities to enhance customer satisfaction. This position includes specialized focus on supporting the Epicor EDI & VAN product line.What you will be doingOversees the work of the team and manages personnel decisions, including hiring, performance evaluations, and development plans.Resolves a high volume of diverse customer issues, with expertise in EDI (Electronic Data Interchange) and VAN (Value-Added Network) solutions.Develops deep technical knowledge of the supported Epicor products and EDI & VAN technologies, ensuring the team is well-trained on these systems.Focuses on continuous improvement activities, such as refining workflows and addressing recurring issues, to improve overall customer satisfaction.Owns and develops processes to gather, track, triage, and route issues to appropriate teams while assessing their validity and urgency.Monitors team metrics and performance, ensuring alignment with service-level agreements (SLAs) and business objectives.Acts as an escalation point for complex customer concerns, particularly those involving EDI and VAN product functionality.What you likely bringCoaching and leadership skills to guide and develop a high-performing team.Proficient in testing processes, methodologies, and troubleshooting technical issues.Experience working with CRMs, issue management tools, and SaaS or e-Commerce platforms.Ability to analyze data to identify trends and drive process improvements.7+ years of applicable experience with demonstrated success in customer support roles.2+ years of experience managing and developing employees.What will set you apart2+ years of specialized experience in EDI, VAN, or related product support, including file formats, data mapping, and integration processes.Bachelor's degree in a related field (or equivalent experience).About EpicorAt Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.Competitive Pay & BenefitsHealth and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development