Customer Support Lead (24/7 Shift)

About ePS

At ePS, we are shaping the future of packaging through technology. As a global leader in industry-specific business and production software, we help packaging companies streamline operations, boost efficiency, and unlock growth.

With over 30 years of experience, a global footprint, and a deep understanding of the packaging industry, we believe one thing above all: our success grows when our customers thrive.

Job Purpose:

The Customer Support Lead will provide technical and operational leadership to the Customer Support team at eProductivity Software, supporting customers using ePS Productivity Packaging Software globally. The role is responsible for ensuring timely and effective resolution of complex customer issues, maintaining high customer satisfaction, and supporting the team in delivering consistent, high-quality support.

The role will act as a key point of escalation for complex cases, provide guidance and mentoring to Customer Success Analysts, coordinate with global Support and R&D teams, and help drive continuous improvements in support processes, tools, and knowledge management.

Core Responsibilities:

• Lead and support the Customer Support team in managing customer cases and ensuring timely resolution in line with priority and SLA requirements.

• Act as a senior escalation point for complex technical and customer issues, ensuring appropriate investigation and resolution.

• Provide technical guidance, mentoring, and coaching to Customer Success Analysts and support team members.

• Review and monitor support cases in Salesforce, ensuring accurate information, appropriate prioritization, ownership, routing, and timely closure.

• Collaborate with global Customer Success, R&D, Product, and other technical teams to resolve complex issues and customer-impacting problems.

• Maintain ownership of escalated cases and ensure customers receive timely updates throughout the resolution process.

• Support the recreation and investigation of product defects and coordinate with Development teams for resolution.

• Maintain and continuously improve the knowledge base, support tools, documentation, and troubleshooting processes.

• Identify recurring issues and recommend improvements to products, processes, and support practices.

• Monitor team performance, workload, case trends, and SLA adherence and provide regular updates to the Team Lead/Global Customer Success Manager.

• Support environment setup, database captures, testing, and other technical activities required for case resolution.

• Assist with onboarding and training new team members and promote knowledge sharing across the team.

• Communicate directly with customers at different levels and build strong, professional customer relationships.

• Support continuous improvement initiatives to enhance customer experience and support efficiency.

• Participate in shift-based and 24/7 support operations as required.

• Other duties as assigned.

Required Experience and Skills:

• 5+ years of experience in Customer Support, Technical Support, Application Support, or a related field, with experience handling complex customer issues.

• Previous experience in a lead, senior support, SME, or team coordination role is preferred.

• Strong experience supporting enterprise software applications, preferably ERP or packaging/printing industry applications.

• Strong troubleshooting, analytical, and critical-thinking skills with the ability to investigate complex technical issues.

• Experience with Salesforce CRM or other case/ticket management systems.

• Strong understanding of customer support processes, case prioritization, escalation, and SLA management.

• Ability to lead, mentor, coach, and provide technical guidance to support team members.

• Confidence communicating directly with customers and stakeholders at different levels.

• Excellent verbal and written English communication skills, with strong documentation abilities.

• Strong organizational, time-management, and decision-making skills.

• Ability to work independently and effectively in a fast-paced, global environment.

• Strong understanding of ERP systems and business processes.

• Experience working with global and cross-functional teams, including R&D and Development.

• Willingness to work in shifts as part of a 24/7 support environment.

• Foreign language proficiency is an added advantage.

• Business-level English proficiency (written and verbal) required.

Why Join ePS

At ePS, you will be part of a global, collaborative, and forward-thinking team that is redefining what is possible in the packaging industry.

We foster an inclusive workplace where diversity drives innovation and every team member’s voice is valued. You will have the opportunity to make a real impact, helping our customers operate smarter and succeed sustainably.

Join us and help build the future of packaging technology.

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