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 inquiries throughout the implementation phase and ongoing product usage.

• Oversee daily support operations, including ticket intake, prioritization, and resolution, while guaranteeing accurate documentation and status tracking.

• Handle team scheduling and workload allocation to achieve service levels and fulfill customer commitments.

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

• Serve as the primary point of contact between Customer Support and Development, ensuring effective communication regarding issues, requirements, and customer impact.

• Lead customer escalations by providing technical analysis and suggesting appropriate resolution paths.

• Mentor and develop team members through consistent feedback, objective setting, and performance evaluations.

• Provide hands-on support for key customers as necessary, including assistance with product setup or configuration.

⛳️ Requirements

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

• Over 5 years of experience in delivering customer software support within ERP or similar enterprise business solutions, including a minimum of 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 in IT administration and end-user support within a business context.

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

• Accounting or finance qualifications are a plus.

• Experience in an agile, fast-paced work environment.

🏝️ Benefits

• 3 weeks of paid vacation

• Extended health and dental benefits

• Health and personal spending accounts

• Professional development funds

• RRSP program and stock options

• Annual performance bonus