Customer Support Senior Manager
Grow
Customer Support, Senior Manager
The 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 doing
Plans 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 bring
Coaching 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 tool. Case Management tool preferred (eg. Service Now, Salesforce)
SaaS or e-Commerce experience
What will set you apart
10+ 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)
#LI-MG1 #LI-HYBRID
About Epicor
At 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.
We’re Proactive, Proud, Partners.
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.
Competitive Pay & Benefits
Health 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.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Martin Garcia Jr.