Dynamics 365 Support Manager - Lead, Innovate, Remote

Western Computer Inc.; Oxnard (CA); Hybrid; USD 130,000 - 160,000; Full time

Benefits offered by this job

Stellar Salary

Healthcare Benefits

401(k)

Paid time off

Remote work

Job summary

Western Computer Inc. is seeking a Customer Support Manager to lead the Dynamics Support Department, driving quality service and continuous improvement.

You will measure performance, design better processes, and coach a growing team to deliver exceptional customer outcomes. You will challenge current practices, build data-backed cases for change, and partner with leadership to enhance profitability and customer satisfaction.

Qualifications

• Three to five years of experience managing a customer service or support team.
• Hands-on ERP/CRM support experience; Microsoft Dynamics preferred.
• Strong command of service management methods and metrics.
• Proven ability to mentor and grow high-performing teams.
• Strategic thinker who can translate plans into executable actions.
• Excellent written and verbal communication, negotiation, and presentation skills.
• Highly organized, detail-oriented, with ability to manage competing priorities.
• Awareness of current technology trends in customer service delivery.

Responsibilities

• Own end-to-end support process with agreed response and resolution targets.
• Serve as escalation point for complex, high-visibility issues across teams.
• Design and refine support processes, intake standards, and knowledge resources.
• Monitor ticket volume, aging, and category trends to drive permanent fixes.
• Build durable relationships with client stakeholders and surface opportunities to add value.
• Plan and execute process improvements and training initiatives with leadership.

Skills

Team leadership

Customer service management

Strategic thinking

Communication skills

Organization

Education

Bachelor's degree (preferred)

Tools

Dynamics 365 Customer Service

Microsoft Certifications

Job description

Western Computer Inc. is seeking a Customer Support Manager to lead the Dynamics Support Department, driving quality service and continuous improvement.

You will measure performance, design better processes, and coach a growing team to deliver exceptional customer outcomes. You will challenge current practices, build data-backed cases for change, and partner with leadership to enhance profitability and customer satisfaction.