The Manager, Customer Support is responsible for managing a support team to provide appropriate and timely solutions to c ustomers. Provides recommendations for support strategy and improvement of overall customer Duties & Responsibilities Leads a team of support specialists to provide appropriate and timely solutions to customers. Diagnoses issues, identifies root cause and implements solutions. Works with other support leaders to resolve complex issues. Oversees company policies and best practices are applied while giving support to the customers. Ensures the team is properly trained in company products, tools and constantly learning about updates. Serves as a resource for solutions to complex issues. Responsible for accuracy in the department's knowledge base articles and FAQ's. Collaborates with sales, marketing and other areas to support customer needs. Participates in user meetings, group conferences, etc. to learn about industry trends and common customer issues to recommend innovative support strategies: Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty Knowledge, Skills & Abilities Coaching and mentoring skills to lead a team Ability to consult, lead and deliver complex operational projects involving multiple stakeholders Strong knowledge of testing processes and methodologies; strong technical skills Experience working with CRMs and/or issue management tool SaaS or e-Commerce experience 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) 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 Kai Lewis