ERP Support Manager

Job Summary

Leading a remote support team, the full-time Senior ERP Support Manager will oversee customer care and technical support operations for various software product lines, enhance support processes, manage escalations, and ensure effective resolution of customer issues.

Key responsibilities

• Lead, coach, and develop support leads and professionals while fostering a customer-centric team culture
• Manage complex customer escalations and provide hands-on support for ERP and accounting-related challenges
• Oversee daily support operations, ensuring timely resolution of customer issues and implementing process improvements

Required qualifications

• 3+ years of experience leading customer-facing software support teams
• Strong understanding of Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms
• Proven experience in managing support queues, escalations, and customer satisfaction metrics
• Hands-on experience with ERP software troubleshooting and support in a complex business application environment
• Strong understanding of accounting principles and financial processes