Remote Dynamics 365 Support Manager: Customer Excellence

Western Computer Inc.; Ottawa; Remote; CAD 185.000 - 228.000; Vollzeit

Benefits dieser Stelle

Stellar Salary

Healthcare Benefits

Retirement Plan

Paid Time Off

Remote Work

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service leadership

ERP/CRM support

Dynamics 365 knowledge

Data-driven decisions

Stakeholder management

Tools

Dynamics 365 Customer Service

Ticketing platforms

Jobbeschreibung

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.