Customer Support Manager - Carmen Software Co., Ltd.
Carmen Software Co., Ltd. · Bangkok and its Vicinity
- Location
- Bangkok and its Vicinity
- Salary
- 40,000 - 60,000 baht/month
- Job Type
- Full Time
- Work Type
- Onsite
- Education
- Bachelor's Degree
- Posted
- 18/07/2026
Responsibilities
Process & Workflow Optimization:
- Research, recommend, and implement new technologies (e.g., AI, automation tools, BI tools) to increase team efficiency and scalability.
- Develop, maintain, and standardize Standard Operating Procedures (SOPs) and the internal Knowledge Base (KB).
Performance Tracking & Reporting:
- Monitor and track Key Performance Indicators (KPIs) for both teams, including SLA compliance, project milestones, resolution time, and customer satisfaction (CSAT).
- Develop and generate regular performance reports and dashboards for the Support Manager, highlighting trends, risks, and actionable insights.
- Closely track project status and high-priority escalations to ensure alignment with goals and timelines.
Quality Assurance & Control:
- Develop and manage a comprehensive QA program, including ticket/case auditing and project delivery reviews.
- Ensure all service interactions and deliverables meet the company's quality standards.
- Analyze customer feedback to identify root causes and drive continuous quality improvement.
Systems & Tools Management:
- Act as an administrator or super-user for key support systems (e.g., our core ERP, ticketing systems, project management tools).
- Ensure the team leverages these tools effectively and provide training as needed.
Qualifications
- ERP Knowledge: Deep understanding of ERP principles and system architecture.
- English Proficiency: Excellent command of English (written and verbal) for technical documentation, coordination, and communication.
- Tech Savvy: A proven passion for and knowledge of new technologies (AI, Automation, Data Analytics) and their practical applications.
- Experience: Minimum [e.g., 3-5] years of experience in Support Operations, Service Delivery, QA, IT Support, or as a Business Analyst, preferably within a Software/ERP company.
- Analytical Skills: Strong analytical skills with the ability to work with data, track KPIs, and derive actionable insights.
- Systems Skills: Hands-on experience with support ticketing systems (e.g., Jira, Zendesk, Salesforce, Zoho) and project management tools.
- Other Skills: Highly detail-oriented with excellent organizational, time management, and tracking skills.
Preferred Qualifications:
- Direct experience in the Hospitality industry.
- Project Management knowledge or experience (e.g., milestone tracking, risk management).
- Experience in both project implementation (PS) and technical support (CS) environments.
Benefits
- Staff training and development
- 5-day work week
- Annual trip or party
- Performance/results-based bonus
- Social security
- Health insurance
- Accident Insurance
About Carmen Software Co., Ltd.
CARMEN Financial Management System was designed for Hospitality Business. We are currently recurring for a Thai Nationality Software Specialist to provide software consulting services and support for our customers in Thailand and South East Asia.
891/24-25 Rama III Rd, Bangpongpang, Yan Nawa, Bangkok 10120
0-2284-0429
