Customer Support Lead

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 ofBCs Top Employers and one ofCanadas Top Small & Medium Employersfor 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 highquality support to SIs (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 highquality 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 handson 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 highquality resolution of customer issues across implementation and ongoing product use.
• Own daytoday 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.

CrossFunctional 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 customerfacing skills.
• Foster a collaborative improvementfocused team culture aligned with Binary Stream values.

Customer & Product Impact

• Deliver handson 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 AIenabled 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 enduser 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 fastpaced environment.

Compensation and benefits package.

Compensation & Benefits

At Binary Stream we recognize the importance of competitive compensation. We benchmark annually against Canadas tech sector to ensure our salary ranges remain current and compelling.

Base Salary Hiring Range:$95000 $115000

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 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. Heres 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.

Were 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 organizationApply now.

Binary Stream Software Inc. is an equal opportunity employer. Were 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.

Required Experience:

Manager