Customer Support Manager – Microsoft Dynamics 365

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $130k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Western Computer

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1987

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

Western Computer is a Microsoft technology partner that helps organizations select, implement, and support Microsoft Dynamics 365 Business applications to improve business processes. Founded in 1987, Western Computer provides consulting, implementation, training, and ongoing support services to mid-market and enterprise clients, emphasizing tailored solutions and strong customer service. The company recruits remote roles across North America and highlights employee growth and company-paid benefits.

📋 Description

• Lead the Dynamics Support Department and ensure the quality and consistency of customer service • Own the end-to-end support process, ensuring issues are acknowledged, worked, and resolved within response and resolution targets • Serve as escalation point for complex, high-visibility, or at-risk issues, coordinating with consulting, development, and vendor support channels • Design, document, and refine support processes, intake standards, and knowledge resources • Monitor ticket volume, aging, and category trends to identify systemic problems and drive permanent fixes • Build relationships with client stakeholders, gather feedback, confirm expectations, and identify opportunities to add value • Partner with the Director of Customer Support on process improvements, training initiatives, and departmental milestones • Lead, coach, and develop the support team; set expectations and address performance gaps • Conduct one-on-ones involving workload review, feedback, and career development planning • Manage scheduling, coverage, and capacity • Participate in recruiting, interviewing, and onboarding support team members • Recommend training platforms, certifications, and development paths • Own departmental reporting and present updates on support metrics, team performance, and customer satisfaction • Establish and monitor response and resolution time, backlog and case aging, first-contact resolution, utilization, and customer satisfaction metrics • Use data to prioritize improvement work and support business cases for tooling, staffing, or process changes • Track departmental profitability drivers, including billable utilization and contract scope, and flag risks to leadership • Stay current on Microsoft Dynamics releases, roadmap changes, support tooling, customer service best practices, and emerging technology trends

🎯 Requirements

• 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 • Track record of leading and mentoring high-performing teams • Ability to think strategically and translate that thinking into an executable plan • Excellent written and verbal communication, negotiation, and presentation skills • Highly organized and detail-oriented; comfortable managing competing priorities • Awareness of current technology trends and their application to customer service delivery • Experience in a consulting, partner, or managed services environment where support is delivered against contracts and service commitments (preferred) • Familiarity with case management in Dynamics 365 Customer Service or a comparable ticketing platform (preferred) • Relevant Microsoft certifications (preferred)

🏖️ Benefits

• Access to medical, dental, and vision healthcare coverage • Access to a 401(k)-retirement plan • Generous paid time off for vacations, holidays, and sick days • Remote work from the location of your choice