Job Description

Lead customer support transformation in the automotive marketplace! As the Senior Manager, Customer Support, you will drive operational excellence, build strong relationships with enterprise customers, and champion process improvements that enhance solution rollouts and ongoing operations. We are seeking applicants with proven leadership, SaaS and cloud expertise, and a passion for leveraging AI tools to improve business and customer support outcomes.

What you will be doing:

• Lead and direct a multi-product, multi-national customer support team to deliver timely, effective solutions for enterprise customers.
• Build trusted relationships with enterprise customer leadership, addressing escalations, operational needs, and fostering long-term partnerships.
• Develop and implement strategies to diagnose complex issues, apply AI tools, and optimize support workflows to reduce resolution cycle time.
• Collaborate cross-functionally with Product Management, Product Development, Hosting/Cloud, and other business leaders to resolve customer and operational challenges.
• Support solution rollouts and ongoing operations by coordinating customer needs, technical resources, issue resolution, and cross-functional activities.
• Establish, manage, and continuously improve key operational metrics to measure support effectiveness and identify opportunities for improvement.
• Develop and recommend support policies, operating practices, and process improvements that increase efficiency, scalability, and customer satisfaction.
• Lead financial planning and forecasting activities for recurring revenue, operating expenses, and staffing within the support organization.
• Drive the creation, optimization, and effective use of knowledge base content to improve customer and employee self-service and reduce issue resolution cycle time.
• Use customer insights, operational data, industry trends, and knowledge of common customer issues to identify and implement innovative support solutions.
• Coach, mentor, and develop employees while building a high-performing, accountable, and customer-focused support organization.

What you will likely bring:

• 10+ years’ progressive experience in customer support, including 5+ years managing and developing teams.
• 4+ years’ specialized industry experience; automotive experience is a plus.
• Bachelor of Science degree (or equivalent experience).
• Demonstrated experience applying AI tools to business or customer support workflows.
• Strong experience supporting SaaS, cloud-based, and eCommerce solutions.
• Proven ability to manage relationships with enterprise customers and executive stakeholders.
• Strong cross-functional leadership, problem-solving, and project management skills.
• Experience using CRM, customer support, and issue-management tools.
• Strong analytical skills with the ability to use operational and customer data to identify trends, measure effectiveness, and drive decisions.
• Experience in the automotive aftermarket, automotive technology, or automotive marketplace environment preferred.

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Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Recruiter:

Mouy Bun