Customer Support Lead

Binary Stream Software - ERP Solutions

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.

Posted 5/8/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$95,000 - CA$115,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer software supporttechnical troubleshootingIT administrationend-user supporttechnical trainingproduct setupconfiguration supportERPMicrosoft Dynamicsagile methodologies

Soft Skills

leadershipcommunicationcoachingproblem-solvingrisk managementteam managementcustomer satisfactionperformance reviewsfeedback deliveryworkload distribution

Certifications

university degree in Computer Scienceuniversity degree in Financeaccounting credentialsfinance credentials