Customer Support Lead
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Job Description
Customer Support Lead managing a global support team to provide high-quality support for Binary Stream products. Ensuring customer satisfaction and collaborating with internal teams to address issues.
Responsibilities:
- Lead and oversee the Customer Support team, ensuring timely, high‑quality resolution of customer issues across implementation and ongoing product use.
- Own day‑to‑day support operations, including ticket intake, prioritization, and resolution, ensuring accurate documentation and status tracking.
- Manage team scheduling and workload distribution to meet service levels and customer commitments.
- Identify, manage, and escalate risks or issues that may impact customer satisfaction or team performance.
- Act as the primary liaison between Customer Support and Development, ensuring clear communication of issues, requirements, and customer impact.
- Lead customer escalations by contributing to technical analysis and recommended paths to resolution.
- Coach and develop team members through regular feedback, objective setting, and performance reviews.
- Deliver hands‑on support for priority customers when needed, including product setup or configuration support.
Requirements:
- University degree in Computer Science, Finance, or a related field, or equivalent practical experience.
- 5+ years of experience delivering customer software support within ERP or similar enterprise business solutions, including at least 1 year of people management experience.
- Experience working with Microsoft Dynamics (e.g. D365 Business Central) is preferred.
- Background in software development or technical troubleshooting is preferred.
- Experience with IT administration and end‑user support in a business environment.
- Experience delivering technical training or supporting customer enablement efforts.
- Accounting or finance credentials are an asset.
- Experience working in an agile, fast‑paced environment.
Benefits:
- 3 weeks of paid vacation
- Extended health and dental benefits
- Health and personal spending accounts
- Professional development funds
- RRSP program and stock options
- Annual performance bonus
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