ERP Support Lead

About the role

ERP Support Lead Remote - Remote (USA) | Full-time | Department: Customer Support | Reports to: Customer Support Manager. CDR Software's Customer Support team is growing, and we're looking for an ERP Support Lead to help our convenience store distribution customers get the most out of their ERP system every day. If you enjoy solving real problems, want your feedback to directly shape our product roadmap, and are looking for room to grow beyond the help desk, we want to hear from you. Why CDR: AI-forward from day one; real growth path; your voice matters; stability with momentum; small team, real impact; connect beyond your desk.

Responsibilities

• Answer incoming phone calls, emails, and log all customer interaction requests
• Provide support and escalate more complex issues to the Customer Support Manager or senior team members as needed
• Manage the open ticket queue using support metrics and performance targets, defined in your 30/60/90 day onboarding plan
• Serve as a liaison between customers and CDR's development team, relaying feedback and escalating enhancement requests
• Participate in an on-call rotation covering after-hours support (nights/weekends) outside the standard 8am-5pm business day, rotating among the support team at roughly one week in five
• Analyze trends in customer data to identify common issues and root causes, and help implement fixes that reduce recurring tickets
• Use Claude Code to build internal tools for yourself and the wider CDR team
• Explore turning proven internal tools into production features or programs for customers, using AI-assisted development
• Use AI tools to help support marketing campaigns and content
• Use AI tools to help scope and build new modules and new features for our customers
• Provide periodic training to customers on the ERP
• Occasionally travel to industry events and conferences, including CDR company events and IBM-related conferences

Schedule

Full-time remote position with standard business hours 8am‑5pm, plus participation in an on‑call rotation for after‑hours support (nights/weekends) approximately one week in five.