The Manager, Customer Support is responsible for managing a support team that provides application software support to Epicor’s ERP software customers. In addition to operational responsibilities, this role works closely with Epicor’s Sales, Professional Services, Product Development and other Support teams to ensure overall customer satisfaction. Duties & Responsibilities Leads a team of application support specialists to provide appropriate and timely solutions to customers using Epicor’s BisTrack ERP software and related applications Diagnoses issues, identifies root causes and implements solutions. Works with other Support leaders to resolve complex issues. Ensures company policies and best practices are applied while providing support to customers. Monitors team performance against KPIs. Ensures the team is properly trained in company products and tools, and continuously learning about new technology. Serves as a resource for solutions to complex issues. Collaborates and leads team in developing knowledge base articles. Collaborates with Sales, Professional Services, and Product Development to support customer needs. Builds strong working relationships with these team leaders Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty. Helps lead cross functional projects related to customer support initiatives. Participates in user meetings, group conferences, etc. to learn about industry trends and common customer issues to recommend innovative support strategies. Knowledge, Skills & Abilities Leadership, coaching and mentoring skills to lead a team of software support analysts Experience supporting ERP, accounting, and similar software, particularly in an IT or customer technical support role Strong knowledge of troubleshooting, testing, processes and methodologies; strong technical skills Ability to consult, lead and deliver complex operational projects involving multiple stakeholders Qualifications 8 years applicable experience and demonstrated success/knowledge 3 years managing and developing employees 3 years of specialized/industry experience Bachelor’s degree (or equivalent experience) Hybrid Working Approach At Epicor, we believe in providing our employees with a flexible and balanced work environment that supports both productivity and well-being. Our hybrid working model allows team members to enjoy the benefits of both in-office collaboration and remote work flexibility. In-Office Days: Employees are expected to work from our office our Bracknell or Peterborough site for three days each week. These in-office days are crucial for fostering team collaboration, and building strong working relationships. During these days, employees have access to all the resources and facilities available at our office, ensuring they can perform their tasks efficiently and effectively. Remote Days: For the remaining two days of the week, employees have the flexibility to work remotely. This arrangement allows our team members to manage their work-life balance better, reduce commuting time, and work in an environment that suits their personal preferences. 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: Afsha Sikka, Kai Lewis