FTZ Support Team lead

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. This role is 100% REMOTE. The selected candidate must have full work authorization already in effect in the U.S. No Visa sponsorship available. We are seeking a highly specialized FTZ Support /Team Lead to serve as the primary FTZ Support Team Lead and Tier 2 escalation point for QAD FTZ software. This is a critical "player-coach" role that bridges the gap between software troubleshooting and FTZ rules and regulations e. Reporting directly to the Director of Supply Chain Support, you will serve as the subject matter expert (SME) for Customs compliance and the operational gatekeeper, coordinating with our Engineering team.. You will lead and upskill our FTZ Tier 1 support agents. Key Responsibilities: Engineering Escalation Gatekeeper (Tier 2): Intercept and triage complex compliance tickets (e.g., ABI rejections, HTS logic errors, missing MPF calculations) to significantly reduce Engineering escalations. Translate CBP response codes into actionable data fixes for the customer rather than passing them to Development. FTZ Team Leadership & Upskilling: Manage, mentor, and train our frontline FTZ Support Agents on all aspects of FTZ ICRS utilization. Develop playbooks to empower the team to resolve E214 admission and 7501 entry workflow confusion on the first touch, expanding overall team capacity. Product Management Liaison: Partner closely with FTZ Product and Engineering leadership as the internal SME. Provide real-world Customs and broker feedback to help shape the FTZ product roadmap, translating customer pain points into self-service tools and automation feature requests. VIP Customer Escalation Management: Serve as the senior technical point of contact for Top FTZ enterprise accounts. 2+ years of direct experience in Foreign-Trade Zone (FTZ) operations, preferably administering a zone using QAD FTZ software (Formerly SmartZone). Knowledge of how FTZ software interacts and relates to the Automated Commercial Environment (ACE) and the Automated Broker Interface (ABI). Deep operational understanding and experience in processing FTZ transactions, from CBP Form 214 admissions through shipments from the Zone, including CBP Forms 7512, 3461, and 7501. Experience with understanding required reporting, CBP, and PGA interaction when operating an FTZ. Technical & SaaS Troubleshooting: Strong understanding of how software, specifically FTZ software, uses integration to process transactions. The ability to troubleshoot and review integration files is a strong plus. Leadership & Soft Skills: Previous experience leading or mentoring, ideally in a globally distributed environment. Exceptional stakeholder management skills; ability to confidently navigate high-pressure situations with enterprise FTZ operators and internal executive leadership. Ability to understand how issues should be triaged based on how they affect customer’s operations and compliance. Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance. Opportunity to join a growing business, launching into its next phase of expansion and transformation. Collaborative culture of smart and hard-working people who support one another to get the job done. An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy. Compensation packages based on experience and desired skill set COMPENSATION PACKAGE: Base Pay Range: $100,000.00 - $125,000.00 USD Annual. Bonus: Eligible for an annual company performance bonus. Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity This position is also eligible for an annual company performance bonus U.S. benefits package includes medical, dental and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs About QAD: QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace , achieving measurable productivity, resilience, and growth in just 90 days. QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. #LI-Remote