Customer Support Manager

Binary Stream is an award-winning ISV and SaaS company with over 25 years of experience delivering solutions built for Microsoft Dynamics. We are proud to be recognized as one of BC’s Top Employers and one of Canada's Top Small & Medium Employers for the third-year running. With a global team and thousands of customers worldwide, we continue to grow while staying focused on what matters most, our people, our culture, and the impact of the work we do. We are a collaborative, inclusive team guided by our core values of Team, Innovation, and Growth. Position Summary: Reporting to the VP, Technology & Services, the Customer Support Lead manages a global support team of eight, providing high‑quality support to SI’s (Systems Integrators) and customers using Binary Stream products. The role focuses on supporting customers in the effective use of Binary Stream products, guiding them to additional services when appropriate, and maintaining a consistent, high‑quality support experience during routine and escalated situations. Working closely with Development, Product, and other internal teams, the Customer Support Lead helps ensure customer issues are clearly understood and addressed in a way that minimizes disruption to development. With deep product knowledge and a hands‑on approach, this role supports the team in resolving the majority of incidents independently, while contributing insight that strengthens product quality and overall support effectiveness. What you will be responsible for: Customer Support Leadership & Operations 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. Cross‑Functional Collaboration & Escalations 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. Proactively reduce ticket escalation to Development by improving troubleshooting, documentation, and team capability. Performance, Coaching & Development Coach and develop team members through regular feedback, objective setting, and performance reviews. Create learning plans and recommend training or resources to strengthen technical and customer‑facing skills. Foster a collaborative, improvement‑focused team culture aligned with Binary Stream values. Customer & Product Impact Deliver hands‑on support for priority customers when needed, including product setup or configuration support. Provide structured feedback to Product and leadership based on recurring issues, trends, and customer insights. Technical Skills: Experience supporting ERP software add-in solutions, ideally within the Microsoft Dynamics ecosystem (e.g., Dynamics GP, BC or F&O). Working knowledge of SQL Server, including writing SQL queries or stored procedures and using common administration tools. Strong understanding of software support operations and the software development life cycle (SDLC). Familiarity with AI‑enabled tools used in customer support or operational workflows, with an interest in improving efficiency and support quality. Understanding of networking fundamentals and remote access technologies (e.g., TCP/IP, Remote Desktop, VPNs) is an asset. Exposure to programming or debugging in one or more languages is an asset. Education and Experience: 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. Compensation and benefits package. Compensation & Benefits At Binary Stream, we recognize the importance of competitive compensation. We benchmark annually against Canada’s tech sector to ensure our salary ranges remain current and compelling. Base Salary Hiring Range: $95,000 – $115,000 This range reflects the starting compensation for new hires in a full-time capacity. Final offers are based on experience, skill set, and the unique value you bring. In exceptional cases, compensation above this range may be considered. Annual Performance-Based Bonus: Employees are eligible for an annual performance-based bonus that reflects both individual performance and company-wide results. 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 Why join Binary Stream. At Binary Stream, we empower people to do their best work and grow their careers. Here’s what sets us apart: Competitive total rewards. A total compensation package that reflects your impact and supports your well-being. Flexible work. Choose between remote work or occasional office days - your schedule, your choice. Wellness culture. We prioritize balance through wellness initiatives and flexible schedules. Growth opportunities. Access to learning programs, mentorship, and development funding. Transparent leadership. Our CEO leads with integrity and approachability - your voice matters. Connected teams. Quarterly events, cultural celebrations, and regular company-wide updates keep us engaged. Who we are. We’re a team of curious, collaborative, and driven individuals who: Solve problems together and support one another. Stay humble, open to feedback, and accountable. Lead with integrity and take ownership. Embrace change and explore new ideas. Share knowledge and continuously improve. Use data to guide decisions and focus on results. Interested in contributing to a growing global organization? Apply now. Binary Stream Software Inc. is an equal opportunity employer. We’re committed to fostering a diverse and inclusive workplace where all qualified applicants are considered without regard to age, race, gender, sexual orientation, disability, religion, national origin, or any other protected characteristic.