Customer Support Lead

🕒 May 8

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Binary Stream Software - ERP Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

💸 Finance

☁️ SaaS

B2B • Finance • SaaS

Binary Stream Software - ERP Solutions is a company that provides industry-leading Enterprise Resource Planning (ERP) solutions deeply embedded in Microsoft Dynamics 365 Finance, Dynamics 365 Business Central, and Microsoft Dynamics GP. With over 20 years of experience, they specialize in automating and enhancing business processes for various industries such as software, telecommunications, manufacturing, real estate, finance, and healthcare. Their products, like Multi-Entity Management, Subscription Billing Suite, and Property Lease Management, empower clients to streamline operations, automate billing cycles, manage leases, and analyze financial data effectively. The company's solutions aim to transform finance and operations by reducing manual processes, ensuring data accuracy, and providing real-time business insights.

📋 Description

• 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