Senior ERP Support Manager

Job Summary

Leading a team of support professionals, the full-time Senior ERP Support Manager will oversee customer care and technical support operations for multiple software product lines, enhancing support processes and managing escalations in a remote environment.

Key responsibilities

• Lead, coach, and develop support leads and professionals while fostering a customer-centric team culture
• Serve as a leadership escalation point for complex customer issues and provide hands-on support during high-priority situations
• 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 ability to manage support queues, escalations, and customer satisfaction metrics
• Hands-on experience in troubleshooting ERP and accounting-related issues
• Experience working cross-functionally with Product, Development, and Customer Success teams