Customer Support Manager

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

📋 Description

• Oversee the Dynamics Support Department, ensuring high-quality and consistent customer service delivery.

• Manage the complete support process, guaranteeing that issues are recognized, addressed, and resolved within established timeframes.

• Act as the point of escalation for complex, high-stakes, or at-risk issues.

• Collaborate with consulting, development, and vendor support teams to resolve customer concerns.

• Develop, document, and enhance support processes, intake standards, and knowledge resources.

• Analyze ticket volume, aging, and category trends to identify systemic issues and implement lasting solutions.

• Foster relationships with client stakeholders, gather insights, confirm expectations, and pinpoint opportunities for added value.

• Work alongside the Director of Customer Support on process enhancements, training initiatives, and departmental objectives.

• Guide, mentor, and cultivate the support team; set expectations and address performance deficiencies.

• Conduct one-on-one meetings to review workloads, provide feedback, and plan career development.

• Oversee scheduling, coverage, and team capacity management.

• Engage in recruiting, interviewing, and onboarding new support team members.

• Identify and suggest training platforms, certifications, and development pathways.

• Manage departmental reporting and deliver updates on support metrics, team performance, and customer satisfaction.

• Establish and track response and resolution times, backlog, case aging, first-contact resolution, utilization, and customer satisfaction metrics.

• Utilize data to prioritize enhancements and support business cases for tooling, staffing, or process modifications.

• Monitor departmental profitability factors, including billable utilization and contract scope.

• Stay informed on Microsoft Dynamics releases, roadmap changes, support tools, customer service best practices, and emerging technology trends.

⛳️ Requirements

• Three to five years of experience in managing a customer service or support team, including direct supervision of team members.

• Practical experience in providing customer support for ERP and CRM solutions; Microsoft Dynamics is highly preferred.

• Proficient understanding of service management methodologies and metrics, including utilization, service level performance, and capacity planning.

• Proven history of leading and mentoring high-performing teams.

• Strategic thinker with the ability to translate concepts into actionable plans for the team.

• Exceptional written and verbal communication, negotiation, and presentation abilities.

• Highly organized and detail-oriented; adept at managing multiple priorities.

• Awareness of current technology trends and their relevance to customer service delivery.

• Experience in a consulting, partner, or managed services environment where support is provided against contracts and service commitments is preferred.

• Familiarity with case management in Dynamics 365 Customer Service or a similar ticketing platform is preferred.

• Relevant Microsoft certifications are preferred.

🏝️ Benefits

• Medical, dental, and vision healthcare coverage.

• Access to a 401(k) retirement plan.

• Generous paid time off for vacations, holidays, and sick days.

• Fully remote work from your location of choice.