Director of Customer Support

What You Will Be Doing:

• Oversees, manages and motivates the customer support organization team.

• Builds strategic partnerships with manager to build better solutions for customers.

• Proactively improves process and methodologies to effectively provide customer support and increase customer satisfaction.

• Develops and monitors an annual budget that includes training, travel requirements, and other customer support activities.

• Leads and participates projects that involve change within the organization.

• Provides insight of industry trends and common customer issues as a consultant for other team members.

• Builds relationship with senior management key customers to provide proactive solutions and improve customer satisfaction.

• Oversees effectiveness of metrics for customer support and recommends improvements.

What You Will Likely Bring:

• Strategic planning skills to lead a team

• Coaching and leadership skills to develop 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

What Could Set You Apart:

• 10+ years progressive experience and demonstrated success/knowledge

• 5+ years managing and developing multi-discipline teams, preferably with international reach across multiple service types

• 4+ years of specialized/industry experience

• Bachelor’s degree (or equivalent experience)

• Master’s degree preferred

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. 

• 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 in