Customer Support Team Lead

About The Role

About The Team

Centric is aggressively penetrating the fashion/sports, beauty, and home markets with solutions in Product Lifecycle Management, Market Intelligence & Trends, as well as Planning & Pricing.
The Centric Planning & Pricing Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based pre
- & in-season planning & pricing solutions in the industry. Our platform supports business-critical processes, such as assortment planning, allocation & replenishment, and price optimization, ensuring our customers maximize revenue and efficiency.
The ability to deal with customers and handle customer situations will be key. This team requires a real sense of initiative and autonomy to deal with everyday situations.
The role reports into the VP of Customer Success Consulting - BU Planning & Pricing.

**Responsibilities**:

- Leadership & Team Management:

- Lead, mentor, and coach a global team of Customer Support Representatives.
- Manage workload distribution, scheduling, and performance tracking across different time zones.
- Foster a positive, customer-first culture within the support team.
- Customer Support Operations:

- Oversee ticket handling, ensuring SLAs (Service Level Agreements) and KPI (Key Performance Indicators) targets are met.
- Own the ticket handling process for the Business Unit
- Continuously refine support processes and systems setup to enhance efficiency and customer satisfaction
- Manage escalations and collaborate with product, engineering, hosting and customer success teams for complex issues.
- Customer Experience & Quality Assurance:

- Monitor support quality through regular case reviews and customer feedback.
- Implement training programs to improve technical skills and service quality.
- Own and drive initiatives to improve CSAT (Customer Satisfaction Score) and response times such as but not limited to knowledgebase, AI agents, etc.
- Data Analysis & Reporting:

- Track key support metrics (First Resolution Time, resolution time, CSAT, ticket volume trends) and report insights to leadership.
- Identify patterns in customer issues and proactively suggest product or process improvements.
- Technology & Automation:

- Redesign the customer support process and system setup to harmonize and optimize the flow between product lines
- Continuously optimize the use & reporting of customer support platforms (e.g., Zendesk, Jira, Jira ServiceDesk).
- Drive automation initiatives, such as chatbots and self-service knowledge bases, to improve efficiency.

What You Bring:

- Experience & Education:

- 5+ years in customer support roles, with at least 2 years in a leadership or team lead position.
- Proven success in building and leading 24/7 support operations using the follow-the-sun model.
- Strong understanding of SLA-driven support, incident management (ITIL best practices), and customer escalations.
- Experience with critical business processes (e.g., ERP, order management, replenishment, pricing) where uptime and precision matter.
- Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience).
- Technical Skills & Software Knowledge:

- Strong understanding of**ticketing systems (e.g., Zendesk, Jira ServiceDesk, Jira) à admin level.
- Familiarity with SaaS solutions in ERP, business intelligence, supply chain, planning & pricing software (a plus)
- Ability to analyze support data using Excel, Google Sheets, or BI tools (e.g., Tableau, Power BI)**.**:

- Experience with automation tools (e.g., chatbots, AI-driven ticket triage, or self-service portals)**.**:

- SQL is a must, Python, JavaScript is a plus
- Soft Skills:

- Excellent leadership and people management skills.
- Strong problem-solving abilities and customer empathy.
- Ability to work in a fast-paced, global team environment.
- Effective communication and collaboration with cross-functional teams.
- Language:

- Excellent English communication skills
- other languages like German, Italian, French, Spanish is a plus

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.