Customer Support Lead

Binary Stream•Burnaby, BC

5d•Hybrid

About The Position

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.

Requirements

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.
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.
Experience working in an agile, fast‑paced environment.

Nice To Haves

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.
Accounting or finance credentials are an asset.

Responsibilities

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.
Proactively reduce ticket escalation to Development by improving troubleshooting, documentation, and team capability.
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.
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.