Customer Support Manager

Job Summary

Leading the Dynamics Support Department, the full-time Customer Support Manager will ensure high-quality service delivery, oversee team performance, and drive continuous improvement initiatives in a fully remote environment.

Key Responsibilities

• Own the end-to-end support process, ensuring timely acknowledgment and resolution of customer issues
• Lead, coach, and develop the support team, setting clear expectations and fostering a high standard of service
• Prepare and present regular updates on support metrics and team performance to drive accountability and improvement

Required Qualifications

• Three to five years of experience managing a customer service or support team, with direct supervision of individual contributors
• Hands-on experience delivering customer support for ERP and CRM solutions, preferably Microsoft Dynamics
• Strong understanding of service management methods and metrics, including capacity planning and service level performance
• A proven track record of leading and mentoring high-performing teams
• Ability to think strategically and translate that thinking into actionable plans for the team