.Customer Support, Senior ManagerThe Customer Support Senior Manager develops a high-performing team of Customer Support specialists.
This team provides expert guidance and timely resolution for customer issues tied to Epicor application software designed for Distributors (Prophet 21 or P21).
The role focuses on workload distribution, upskill training, and continuous improvement strategies to fuel team efficiency and effectiveness.What you will be doingPlans and directs work of the Monterrey-based customer-facing staff who are assigned a broad range of customer cases.Develops strategies for diagnosing issues, better identify root cause and implement solutions.Collaborates with other Support managers in the US and India to standardize processes, set global targets, and brainstorm on complex issues.Recommends and develops company policies and best practices to ensure an effective customer support experience.Establishes key metrics – with employee input – to measure an effective customer support experience.Responsible for updating and maintaining the department's knowledge base articles and FAQs to reduce case volume and expedite case resolution.Detecting customer issues to provide feedback to Product Development and Product Management to pre-empt case creation.Builds relationships with key customers to provide better solutions and improve customer satisfaction.What you likely bringCoaching and mentoring skills to guide team members who address 50+ cases a month.Operational acumen to handle the monthly case load and ensure staff resources and skills are adequate for high-quality case management.Ability to motivate team members to give their best effort and face challenges with confidence.Ability to consult, lead and deliver complex operational projects involving multiple stakeholders.Strong knowledge of testing processes and methodologies; strong technical skills.Excellent English communication skills (both written and verbal).Approachable management style to build trust and retain talent.Experience working with CRMs and/or issue management tools.
Case Management tool preferred (e.G.
Service Now, Salesforce).SaaS or e-Commerce experience.What will set you apart10+ years progressive experience and demonstrated success/knowledge.5+ years managing and developing employees – in customer service or support.4+ years of specialized/industry experience.Bachelor's degree (or equivalent experience).About EpicorAt Epicor, we're truly a team.
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