Note: The job is a remote job and is open to candidates in USA. Western Computer is a Microsoft Solution Partner specializing in Microsoft Dynamics 365 and Power Platform solutions that help customers transform and grow their businesses. The Customer Support Manager leads the Dynamics Support Department, overseeing service delivery, customer experience, team development, performance reporting, and continuous process improvement.
Responsibilities
- Own the end-to-end support process, ensuring every issue is acknowledged, worked, and resolved within committed response and resolution targets
- Serve as the escalation point for complex, high-visibility, or at-risk issues, coordinating across consulting, development, and vendor support channels until the customer has a resolution
- Design, document, and continuously refine support processes, intake standards, and knowledge resources that raise first-contact resolution and reduce repeat contacts
- Monitor ticket volume, aging, and category trends to identify systemic problems early and drive permanent fixes
- Build durable relationships with client stakeholders, following up regularly to gather feedback, confirm expectations are being met, and surface opportunities to add value
- Partner with the Director of Customer Support to plan and execute process improvements, training initiatives, and departmental milestones that keep the team running efficiently and effectively
- Lead, coach, and develop the support team, setting clear expectations and holding the group to a consistently high standard of service
- Hold engaging one-on-ones that balance workload review with candid feedback and real career development planning
- Recognize strong work publicly and address performance gaps promptly, directly, and constructively
- Manage scheduling, coverage, and capacity so the team meets its service commitments without burning out
- Participate in recruiting for the department as needed, including defining role requirements, interviewing candidates, and onboarding new team members
- Identify and recommend training platforms, certifications, and development paths that deepen the team's product and service skills
- Own the department's reporting cadence, preparing and presenting regular updates on support metrics, team performance, and customer satisfaction
- Establish and monitor the measures that matter, including response and resolution time, backlog and case aging, first-contact resolution, utilization, and customer satisfaction, and act quickly when results move off target
- Use data rather than anecdote to prioritize improvement work and to make the business case for tooling, staffing, or process change
- Track the drivers of departmental profitability, such as billable utilization and contract scope, and flag risks to leadership early
- Stay current on Microsoft Dynamics releases, roadmap changes, and support tooling, and translate what changes into practical guidance for the team and our customers
- Follow customer service best practices and emerging technology trends, and bring proven ideas back into the department
Skills
- Three to five years of experience managing a customer service or support team, including direct supervision of individual contributors
- Hands-on experience delivering customer support for ERP and CRM solutions; Microsoft Dynamics strongly preferred
- Working command of service management methods and metrics, including utilization, service level performance, and capacity planning
- A track record of leading and mentoring high-performing teams
- The ability to think strategically and to translate that thinking into a plan the team can execute
- Excellent written and verbal communication, negotiation, and presentation skills
- Highly organized and detail-oriented, comfortable managing competing priorities without losing the thread
- Awareness of current technology trends and how they apply to customer service delivery
- Experience in a consulting, partner, or managed services environment where support is delivered against contracts and service commitments
- Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform
- Relevant Microsoft certifications
Benefits
- Access to comprehensive medical, dental, and vision healthcare coverage
- Access to a 401(k) retirement plan
- Generous paid time off for vacations, holidays, and sick days
- Fully remote work from the location of your choice
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