Customer Support Manager

Job Summary

Leading the Dynamics Support Department, the full-time Customer Support Manager will oversee service quality and consistency, manage performance metrics, and redesign processes to enhance customer and employee satisfaction 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 while managing scheduling and performance standards
• Prepare and present regular updates on support metrics and customer satisfaction, driving continuous improvement initiatives

Required Qualifications

• Three to five years of experience managing a customer service or support team
• Hands-on experience delivering customer support for ERP and CRM solutions, preferably Microsoft Dynamics
• Working knowledge of service management methods and metrics
• Proven track record of leading and mentoring high-performing teams
• Strategic thinking ability with a focus on actionable execution plans