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AI Summary
Lead and develop a customer care and technical support team across multiple ERP and CRM product lines. Manage complex technical escalations and implement process improvements to reduce ticket resolution times and improve SLAs.
Company Overview
At Sylogist, we are purpose-driven to “empower the good our customers do.”
We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk!
Position Overview
Sylogist is looking for an ERP Support Manager to lead our customer care and technical support function across multiple software product lines, including ERP, CRM, portal, and public sector solutions.
Reporting to the Director of Customer Care, this role will lead support operations through product-line leads and support professionals. The successful candidate will help improve support processes, strengthen team accountability, manage escalations, reduce ticket resolution times, and ensure customers receive timely, thoughtful, and effective support.
This is a hands-on support leadership role. The ERP Support Manager will lead the team, but must also be willing to roll up their sleeves when needed. This includes jumping into complex escalations, reviewing ticket details, helping diagnose ERP and accounting-related issues, guiding troubleshooting efforts, and communicating directly with customers when additional leadership support is required.
The ideal candidate has experience leading customer-facing software support teams and brings a strong foundation in Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms. Strong accounting knowledge is essential, as many of the most complex support issues involve financial processes, accounting workflows, and business-critical customer operations.
Responsibilities Include
Support Leadership & Team Development
• Lead, coach, mentor, and develop support leads and support professionals across multiple product lines
• Foster a collaborative, accountable, and customer-centric team culture
• Set clear expectations for team performance, communication, ownership, and follow-through
• Conduct performance reviews and provide ongoing coaching and feedback
• Support recruiting, onboarding, training, and development across the support organization
• Assess team performance and capabilities, making recommendations for improvement where needed
Hands-On ERP Support & Escalation Management
• Serve as a leadership escalation point for complex customer issues and high-priority support situations
• Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts
• Help support leads and team members work through ERP, accounting, product, and customer-related challenges
• Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes
• Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations
Support Operations & Process Improvement
• Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels
• Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs
• Identify and implement process improvements that reduce ticket response and resolution times
• Review support metrics and operational trends to identify opportunities for improvement
• Perform root cause analysis on recurring support issues and help implement long-term corrective actions
• Improve support workflows, documentation, procedures, and day-to-day operating practices
Cross-Functional Collaboration
• Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively
• Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately
• Provide feedback on customer pain points, product usability, training resources, and documentation gaps
• Support effective communication between customer-facing teams and technical/product teams
What We Look For In You
Must-Haves
• 3+ years of experience leading customer-facing software support teams
• Experience managing support leads, supervisors, team leads, or other people leaders
• Experience managing or supporting teams working with Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms
• Strong understanding of accounting principles, financial processes, and business operations
• Experience supporting ERP software customers in a complex business application environment
• Hands-on support leadership experience, with the ability to jump into complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when needed
• Experience managing support queues, escalations, SLAs, and customer satisfaction metrics
• Proven ability to improve support processes, team accountability, and operational performance
• Strong customer-facing communication skills, including the ability to handle escalated or frustrated customers with professionalism and calm
• Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills
Nice-To-Haves
• Fund accounting experience
• Experience supporting nonprofit, public sector, municipal, education, or government customers
• Experience with Zendesk, Jira, or similar support/ticketing platforms
• Experience in a SaaS software environment
• Familiarity with SDLC, software implementations, product releases, and defect management processes
• Experience with Microsoft Dynamics 365 Customer Engagement, Power Platform, CRM systems, or customer portal technologies
• Experience leading remote or geographically distributed teams
What Success Looks Like
• Improved ticket response and resolution times across multiple product lines
• Stronger support team performance against SLA and customer satisfaction targets
• Improved escalation management and clearer ownership across the support organization
• More consistent coaching, accountability, and performance management across support leads and team members
• Support processes that are better documented, more scalable, and easier for the team to follow
• Stronger collaboration between Support, Product, Development, Customer Success, and Professional Services
• Improved team confidence when handling ERP, accounting, and product-specific customer issues
Why Join Sylogist?
We're an inclusive company that values the personal and professional growth of its employees! At Sylogist, you'll experience:
- A company where you can really make a meaningful impact
- A healthy work-life balance
- Benefits that cover health, wealth, and wellness
- Sylogist is a remote-first company.
Sylogist does not offer sponsorships. All candidates must provide proper employment documentation showing immediate eligibility to work in the country in which the role is based.
If you’re as excited about making a difference as we are, we would love to hear from you!
Sylogist is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Sylogist will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
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