SeniorFull TimeEN
About CAI
CAI Software builds digital work execution platforms and software solutions that help manufacturing businesses operate with greater clarity and control. Our people bring structure to complexity by replacing fragmented, paper-based processes with connected digital workflows that improve visibility, compliance, and decision-making in real industrial environments. With 45+ years of experience and a presence across 10+ countries, CAI combines deep industry understanding with practical technology. Our team consists of ~800 employees worldwide who work across 15 core industries and support 5,000+ customers, guided by sound judgment, long-term thinking, and outcomes that endure.
CAI Business Units and the Markets We Serve
CAI Software is organized into three business units - Graphic Communications, Process Manufacturing, and Discrete Manufacturing – aligned to the markets we serve. This structure allows our teams to stay close to customer needs while operating with the scale and support of a global software company.
This role is part of our Process Manufacturing business unit, which provides ERP and operational software to manufacturers that transform raw materials into finished goods through formulas, recipes, or batch-driven processes. We work with small to enterprise manufacturers across industries such as food and beverage, bottling, pharmaceuticals, nutraceuticals, chemicals, paint, paper, tile, and supply chain logistics—supporting end-to-end operations from sourcing through production and distribution.
CAI India
CAI India is a strategic investment in the company’s future. Our Bangalore Center of Excellence is a place of ownership, expertise, and accountability. Teams in India work on global products end to end, contribute to key decisions, and influence how CAI evolves as a business. This is not a support-led model, but rather a center designed to lead through knowledge, responsibility, and trust.
About the Role
We are hiring for a Customer Support Representative (CSR), who will work with customers and other team members in handling incoming technical issues from CAI customers around the world. Providing personal, timely and exceptional support is key to maintaining and enhancing a positive relationship with our CAI clients.
Customer Support Representative plays a key role in delivering high-quality and responsive customer support across multiple ERP planforms for external client accounts. This position is responsible not only for resolving support inquiries but also for providing consultative guidance to help customers maximize the value of our SaaS platforms. The ideal candidate is a problem-solver, communicator, and collaborator who can translate complex technical concepts into clear business outcomes. Success in this position is measured by strong performance against service metrics (SLA, CSAT, FCR) and the ability to help customers optimize system usage—not just resolve issues.
As a Customer Support Representative, your key responsibility is delivering specialized solutions to critical support issues on CAI’s Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and CAI’s clients and, delegating a specific set of tasks as required to provide the most efficient, effective and timely solution possible. CSR member is empowered to define adequate means to address customer situations like adequate system and resources allocations. CSR members are expected to work with customers in identifying operational and business weaknesses and guide both CAI and the customer towards the right solution enabling high customer satisfaction while supporting CAI business.
The role also involves, knowing when to escalate to more experienced resources and collaborate with R&D to help resolve customer issues. Timely follow up and complete end to end ownership is the backbone of this role.
This position follows a hybrid work model and requires regular in-office presence. Candidates must be willing to work from the office on Monday/ Tuesday each week.
Primary Responsibilities
Why Join Us
You’ll have the opportunity to drive some of the most critical transformation initiatives in our company’s history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. You’ll bring clarity, discipline, and execution focus to complex cross-functional programs while gaining exposure across every function of the business.
Benefits:
