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About the Role
Lead customer support transformation in the automotive marketplace by driving operational excellence, building strong customer relationships, and championing process improvements. This role focuses on enhancing solution rollouts and ongoing operations, leveraging AI tools for improved business and customer support outcomes.
Responsibilities
- 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.
Requirements
- 10+ years’ progressive experience in customer support, including 5+ years managing and developing teams.
- 4+ years’ specialized industry experience; automotive experience is a plus.
- 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.
Skills
- AI tools
- SaaS
- Cloud-based solutions
- eCommerce solutions
- CRM
- Customer support tools
- Issue-management tools
- Cross-functional leadership
- Problem-solving
- Project management
- Analytical skills
Location
- Remote
- Hybrid
Work Type
- Full-time
Experience Level
- Senior Manager
- 10+ years progressive experience in customer support
- 5+ years managing and developing teams
- 4+ years specialized industry experience
Education Level
- Bachelor of Science degree (or equivalent experience)
Benefits
- Comprehensive health and wellness benefits
- Opportunities for mentorship
- Continuing education
- Focused career goal setting
- Free LinkedIn Learning licenses
- Mentoring Program
- Geographically specific education support programs
- Inclusive, global workplace
- Work-Life Balance policies
- Global Mobility support
About the Company
- Epicor helps businesses stay future-ready by connecting people, processes, and technology.
- Epicor employees are creating a more resilient global supply chain.
- Epicor provides training courses, mentorship, and continuous support to help employees thrive.
- Epicor is the essential partner for hardworking companies who make, move, and sell the things the world needs.
Equal Opportunity
- Epicor is committed to creating a workplace and global community where inclusion is valued.
- Consider applying regardless of experience if interested in the role.
- We are an equal-opportunity employer.