Microsoft Dynamics 365 Customer Support Manager

Western Computer Inc.; Ottawa; Remoto; CAD 185.000 - 228.000; Tempo pieno

Vantaggi offerti da questo lavoro

Stellar Salary

Healthcare Benefits

Retirement Plan

Paid Time Off

Remote Work

Descrizione del lavoro

Western Computer Inc. is seeking a Customer Support Manager to lead the Dynamics Support Department, ensuring quality service and continuous improvement. This hands-on leadership role focuses on performance metrics, process redesign, and strengthening customer and employee satisfaction while driving profitability.

The role emphasizes mentoring, team development, and building durable client relationships, with a strong focus on Microsoft Dynamics and ERP/CRM support excellence.

Competenze

• 3-5 years of experience supervising a customer service or support team.
• Hands-on experience delivering ERP/CRM customer support; Dynamics 365 preferred.
• Knowledge of service management metrics: utilization, SLAs, capacity planning.
• Track record of mentoring high-performing teams.
• Ability to translate strategy into executable plans.
• Excellent written and verbal communication, negotiation, and presentation skills.
• Highly organized with strong prioritization.

Mansioni

• Own the end-to-end support process with committed response and resolution targets.
• Escalate and coordinate across consulting, development, and vendor support until resolution.
• Design and refine support processes, intake standards, and knowledge resources.
• Monitor ticket volume, aging, and trends to identify systemic problems.
• Build relationships with client stakeholders and surface opportunities to add value.
• Partner with leadership to plan process improvements, training, and milestones.
• Lead, coach, and develop the support team, including one-on-one development discussions.
• Recruit for the department and define role requirements as needed.

Conoscenze

Customer service leadership

ERP/CRM support

Dynamics 365 knowledge

Data-driven decisions

Stakeholder management

Strumenti

Dynamics 365 Customer Service

Ticketing platforms

Descrizione del lavoro

The Role

The Customer Support Manager leads the Dynamics Support Department and is accountable for the quality and consistency of the service our customers receive every day. This is a hands-on leadership role. You will watch performance metrics closely, respond quickly when they move in the wrong direction, and dig into the underlying causes rather than settling for repeat workarounds.

Just as important, you will challenge the way we work today. We are looking for someone who can redesign processes that no longer serve customers or the team, build the case for change with data, and measure the result in customer satisfaction, employee satisfaction, and profitability.

Our people are the cornerstone of our success, so the strongest candidates bring a proven record of supervising, mentoring, and developing a support team, and genuinely enjoy the work of growing others.

Key Responsibilities

Service Delivery and Customer Experience

• Own the end-to-end support process, ensuring every issue is acknowledged, worked, and resolved within committed response and resolution targets.

• Serve as the escalation point for complex, high-visibility, or at-risk issues, coordinating across consulting, development, and vendor support channels until the customer has a resolution.

• Design, document, and continuously refine support processes, intake standards, and knowledge resources that raise first-contact resolution and reduce repeat contacts.

• Monitor ticket volume, aging, and category trends to identify systemic problems early and drive permanent fixes.

• Build durable relationships with client stakeholders, following up regularly to gather feedback, confirm expectations are being met, and surface opportunities to add value.

• Partner with the Director of Customer Support to plan and execute process improvements, training initiatives, and departmental milestones that keep the team running efficiently and effectively.

Team Leadership and Development

• Lead, coach, and develop the support team, setting clear expectations and holding the group to a consistently high standard of service.

• Hold engaging one-on-ones that balance workload review with candid feedback and real career development planning.

• Recognize strong work publicly and address performance gaps promptly, directly, and constructively.

• Manage scheduling, coverage, and capacity so the team meets its service commitments without burning out.

• Participate in recruiting for the department as needed, including defining role requirements, interviewing candidates, and onboarding new team members.

• Identify and recommend training platforms, certifications, and development paths that deepen the team's product and service skills.

Performance, Reporting, and Continuous Improvement

• Own the department's reporting cadence, preparing and presenting regular updates on support metrics, team performance, and customer satisfaction.

• Establish and monitor the measures that matter, including response and resolution time, backlog and case aging, first-contact resolution, utilization, and customer satisfaction, and act quickly when results move off target.

• Use data rather than anecdote to prioritize improvement work and to make the business case for tooling, staffing, or process change.

• Track the drivers of departmental profitability, such as billable utilization and contract scope, and flag risks to leadership early.

Industry and Product Knowledge

• Stay current on Microsoft Dynamics releases, roadmap changes, and support tooling, and translate what changes into practical guidance for the team and our customers.

• Follow customer service best practices and emerging technology trends, and bring proven ideas back into the department.

Qualifications

Required

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

• Hands-on experience delivering customer support for ERP and CRM solutions; Microsoft Dynamics strongly preferred.

• Working command of service management methods and metrics, including utilization, service level performance, and capacity planning.

• A track record of leading and mentoring high-performing teams.

• The ability to think strategically and to translate that thinking into a plan the team can execute.

• Excellent written and verbal communication, negotiation, and presentation skills.

• Highly organized and detail-oriented, comfortable managing competing priorities without losing the thread.

• Awareness of current technology trends and how they apply to customer service delivery.

Preferred

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

• Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform.

• Relevant Microsoft certifications.

What Success Looks Like

Within the first year, customers describe our support as responsive, accountable, and easy to work with. Cases are resolved faster and reopened less often, escalations are rarer because problems are caught earlier, and the metrics we report to leadership show a clear trend rather than a monthly surprise.

Internally, the team knows what is expected of them, has a development path they believe in, and stays. The processes you inherit look meaningfully different from the ones you leave behind, and the difference is visible in customer satisfaction, employee retention, and departmental profitability.

The Perks

• Stellar Salary:Get ready to be rewarded handsomely, with a competitive OTE ranging from $130k - $160k USD per year. Your skills and experience are pure gold, and we want to show you the appreciation you deserve.

• Super Healthcare Benefits:Say goodbye to worries about medical, dental, and vision costs. We've got your back with access comprehensive healthcare coverage, and yours is covered!

• Retirement Treasure:Invest in your future with access to a 401(k)-retirement plan. Your financial security is important, and we're here to help you build it.

• Time to Chill:We believe in the power of relaxation. Enjoy generous paid time off for vacations, holidays, and those inevitable sick days. Work hard, but don't forget to play hard!

• Remote Work Magic:Embrace the freedom to work remotely from the location of your choice.

Who we are

We've been on an exciting mission since 1987 to partner with customers as they transform and grow their businesses. As a Microsoft Solution Partner, we’re recognized as a top partner. We owe that success to our team of 150+ Microsoft Dynamics 365 and Power Platform solutions experts who pair business needs with system capabilities to create the recipe for success. We are continuously innovating to maximize our customers’ technology investments. From our IP products to our teams who always have a little fun, we are not your average ERP company. We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups are more likely to only apply to jobs if they meet 100% of the listed qualifications. Western Computer encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!