Manager, ERP Support Escalations

The Manager, Support Team is a senior leadership role responsible for managing a high-performing team of ERP support engineers, ensuring the delivery of exceptional customer experiences and operational excellence. This role is focused on fostering a customer-centric culture, driving team performance, and developing strategies to resolve complex customer challenges efficiently and effectively.

The Manager oversees team operations, including case management, escalation handling, and process improvement initiatives. They act as a key liaison between the support team and cross-functional departments such as Product Management, Engineering, and Sales to ensure alignment on issue resolution and customer satisfaction goals.

This role also involves resource planning, performance tracking, and driving initiatives to enhance support workflows and team capabilities. By proactively addressing recurring issues and identifying opportunities for continuous improvement, the Sr. Manager plays a critical role in shaping the support organization s success and its alignment with business objectives.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

Leadership and Team Management

• Provide leadership, mentorship, and coaching to a team of support engineers, fostering a culture of accountability, ownership, and continuous learning.

• Set team performance goals, conduct regular reviews, and develop individualized development plans to enhance skills and capabilities.

• Ensure the team is equipped with the necessary tools, training, and resources to meet customer needs and resolve cases efficiently.

Escalation Management

• Oversee the handling of escalated cases, ensuring adherence to escalation protocols and Service Level Agreements (SLAs).

• Act as an escalation point for high-priority customer issues, working closely with cross-functional teams to ensure timely and effective resolutions.

• Proactively monitor escalations to identify patterns and develop strategies to minimize future occurrences.

Operational Excellence and Process Optimization

• Continuously evaluate and refine support workflows, case triage, and escalation processes to enhance efficiency and improve customer satisfaction.

• Develop and implement operational metrics (KPIs) to measure team performance, identifying opportunities for process improvement and optimization.

• Ensure consistent global support coverage through effective resource planning, shift rotations, and on-call schedules.

Performance Tracking and Reporting

• Monitor team performance metrics (KPIs), such as response times, backlog counts, and escalation summaries.

• Analyze trends and generate weekly/monthly performance reports to inform strategic decisions and share insights with leadership.

• Conduct quarterly strategic reviews to assess team performance, identify process gaps, and align on goals.

Resource and Capacity Management

• Develop staffing and scheduling plans to ensure adequate support coverage, including shift rotations and flexibility for changing demand.

• Optimize resource allocation to balance workload distribution and improve case handling efficiency.

• Adjust headcount or allocate additional resources based on workload and business priorities.

Collaboration and Cross-Functional Engagement

• Partner with Product Management and Engineering to address systemic issues, advocate for product enhancements, and align on customer-focused priorities.

• Collaborate with Sales and Customer Success teams to understand customer requirements and deliver tailored support strategies.

• Facilitate cross-departmental initiatives to improve communication and streamline issue resolution processes.

Customer-Centric Focus

• Foster a customer-first mindset within the team, ensuring all interactions prioritize responsiveness, transparency, and high-quality solutions.

• Actively engage with key customers to address concerns, build trust, and ensure their feedback informs support and product improvements.

• Monitor customer satisfaction metrics and implement strategies to exceed expectations and enhance loyalty.

Customer-Centric Operations

• Foster a customer-first mindset within the team, ensuring all interactions prioritize responsiveness, clarity, and customer satisfaction.

• Communicate effectively with customers during escalations, providing clear updates and managing expectations.

• Maintain transparency and professionalism in all customer-facing communications to build trust and loyalty.