Customer Support Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead and manage the Customer Support team, ensuring prompt and high-quality resolution of customer issues throughout implementation and ongoing product usage.

• Take ownership of daily support operations, including ticket intake, prioritization, and resolution, while ensuring precise documentation and status updates.

• Oversee team scheduling and workload allocation to meet service levels and fulfill customer commitments.

• Identify, manage, and escalate risks or issues that could affect customer satisfaction or team performance.

• Serve as the main point of contact between Customer Support and Development, facilitating clear communication regarding issues, requirements, and customer impact.

• Lead customer escalations by providing technical analysis and recommending solutions for resolution.

• Mentor and develop team members through regular feedback, goal setting, and performance evaluations.

• Offer hands-on support for priority customers when necessary, including assistance with product setup or configuration.

⛳️ Requirements

• Bachelor's degree in Computer Science, Finance, or a related field, or equivalent hands-on experience.

• Over 5 years of experience in delivering customer software support within ERP or similar enterprise business solutions, including at least 1 year in a management role.

• Familiarity with Microsoft Dynamics (e.g., D365 Business Central) is preferred.

• A background in software development or technical troubleshooting is advantageous.

• Experience with IT administration and end-user support in a corporate setting.

• Proven experience in delivering technical training or supporting customer enablement initiatives.

• Accounting or finance certifications are considered a plus.

• Experience in a dynamic, fast-paced work environment.

🏝️ Benefits

• 3 weeks of paid vacation

• Extended health and dental coverage

• Health and personal spending accounts

• Funding for professional development

• RRSP program and stock options

• Annual performance bonus