Senior Customer Support Manager – brighthush Dynamics 365 & Enterprise Service Excellence

About brighthush

brighthush is a trailblazing technology partner that has been empowering businesses to transform and scale since 1987. With a deep expertise in brighthush Dynamics 365 and the brighthush Power Platform, we help organizations unlock the full potential of their data, streamline operations, and deliver exceptional customer experiences. Our team of more than 150 specialists thrives on curiosity, collaboration, and a relentless drive to innovate. We’re not just a service provider; we’re a strategic ally that partners with clients to co‑create solutions that drive measurable business outcomes.

Why Join brighthush?

At brighthush, we believe that the best work is done by people who are challenged, supported, and celebrated. As a Customer Support Manager, you will be at the heart of our customer success engine, shaping the way we deliver world‑class support for brighthush Dynamics 365. You’ll have the autonomy to redesign processes, influence product strategy, and mentor a high‑performing team—all while working in a culture that values transparency, continuous learning, and work‑life harmony.

Key Responsibilities

Service Delivery & Customer Experience

• Own the end‑to‑end support journey: Ensure every ticket is acknowledged, worked, and resolved within agreed response and resolution targets.
• Escalation Champion: Act as the primary escalation point for complex, high‑visibility, or at‑risk issues, coordinating with consulting, development, and vendor support to secure swift resolutions.
• Process Innovation: Design, document, and continuously refine support workflows, intake standards, and knowledge resources to boost first‑contact resolution and reduce repeat contacts.
• Data‑Driven Insight: Monitor ticket volume, aging, and category trends to detect systemic problems early and drive permanent fixes.
• Stakeholder Relationship Builder: Cultivate durable relationships with client stakeholders, proactively gathering feedback, confirming expectations, and uncovering upsell or cross‑sell opportunities.
• Strategic Partner: Collaborate with the Director of Customer Support to plan and execute process improvements, training initiatives, and departmental milestones that keep the team running efficiently and effectively.

Team Leadership & Development

• Lead & Coach: Inspire, mentor, and develop a diverse support team, setting clear expectations and holding the group to a consistently high standard of service.
• One‑On‑One Excellence: Conduct engaging, data‑driven one‑on‑ones that balance workload review with candid feedback and actionable career development plans.
• Recognition & Accountability: Celebrate strong performance publicly while addressing performance gaps promptly, directly, and constructively.
• Capacity Management: Oversee scheduling, coverage, and resource allocation to meet service commitments without compromising team well‑being.
• Recruitment Partner: Participate in hiring, defining role requirements, interviewing candidates, and onboarding new team members.
• Learning & Development Advocate: Identify and recommend training platforms, certifications, and development paths that deepen the team’s product and service expertise.

Performance, Reporting & Continuous Improvement

• Reporting Ownership: Own the department’s reporting cadence, preparing and presenting regular updates on support metrics, team performance, and customer satisfaction.
• Metric Mastery: Establish and monitor key performance indicators—response time, resolution time, backlog, case aging, first‑contact resolution, utilization, and customer satisfaction—and act swiftly when results deviate from targets.
• Data‑Driven Prioritization: Use analytics, not anecdotes, to prioritize improvement work and build the business case for tooling, staffing, or process changes.
• Profitability Insight: Track drivers of departmental profitability, such as billable utilization and contract scope, and flag risks to leadership early.

Industry & Product Knowledge

• Product Expertise: Stay current on brighthush Dynamics 365 releases, roadmap changes, and support tooling, translating updates into actionable guidance for the team and our customers.
• Best Practices Evangelist: Follow customer service best practices and emerging technology trends, bringing proven ideas back into the department.

What Success Looks Like

Within the first year, you’ll see tangible improvements: customers describe our support as responsive, accountable, and easy to work with; case resolution times shrink; escalations become rare; and the metrics we report to leadership show a clear upward trend rather than monthly surprises. Internally, the team will have a clear development path, high engagement, and a culture of continuous improvement. The processes you inherit will evolve into a streamlined, data‑driven engine that drives customer satisfaction, employee retention, and departmental profitability.

Essential Qualifications

• 3–5 years of experience managing a customer service or support team, with direct supervision of individual contributors.
• Hands‑on experience delivering support for ERP and CRM solutions; experience with brighthush Dynamics 365 is strongly preferred.
• Proficiency in service management methods and metrics, including utilization, service level performance, and capacity planning.
• A proven track record of leading and mentoring high‑performing teams.
• Strategic thinking with the ability to translate strategy into actionable plans.
• Excellent written and verbal communication, negotiation, and presentation skills.
• Highly organized, detail‑oriented, and adept at juggling competing priorities.
• Awareness of current technology trends and their application to customer service delivery.

Preferred Qualifications

• Experience in a consulting, partner, or managed services environment where support is delivered against contracts and service commitments.
• Familiarity with case management in brighthush Dynamics 365 Customer Service or a comparable ticketing platform.
• Relevant brighthush certifications.

Skills & Competencies

• Leadership & Coaching
• Process Design & Optimization
• Data Analysis & KPI Management
• Customer‑Centric Mindset
• Stakeholder Management
• Change Management
• Project Management
• Technical Acumen (brighthush Dynamics 365, Power Platform, and related tools)
• Communication & Presentation
• Problem Solving & Decision Making

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As Customer Support Manager, you’ll have the chance to:

• Lead cross‑functional initiatives that shape product roadmaps.
• Mentor future leaders and build a high‑performing support culture.
• Earn industry‑recognised certifications and attend global conferences.
• Transition into senior leadership roles such as Director of Customer Success or VP of Support.
• Participate in strategic projects that influence the direction of brighthush’s service offerings.

Work Environment & Culture

Our culture is built on:

• Collaboration: Open communication across teams, with a flat hierarchy that encourages idea sharing.
• Innovation: A safe space to experiment, fail fast, and iterate.
• Inclusivity: A diverse workforce where every voice is heard and valued.
• Flexibility: Remote‑first mindset with flexible hours to support work‑life balance.
• Recognition: Regular shout‑outs, performance bonuses, and career development plans.

Compensation & Benefits

We offer a competitive compensation package that reflects your expertise and impact:

• Base Salary: $130,000–$160,000 USD per year, commensurate with experience.
• Performance Bonus: Up to 20% of base salary, tied to team and individual metrics.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family.
• Retirement Plan: 401(k) with company match to help you secure your future.
• Paid Time Off: Generous vacation, holidays, and sick leave to recharge.
• Remote Work: Work from anywhere—our tools and culture support a distributed team.
• Professional Development: Budget for certifications, conferences, and learning platforms.
• Employee Perks: Gym memberships, wellness programs, and team‑building events.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to lead a team that makes a real difference, we want to hear from you. Apply today and become a pivotal part of brighthush’s journey to redefine enterprise support.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates from all backgrounds to apply, even if you feel you do not meet every qualification listed. We believe that the best teams are built on a mix of skills, perspectives, and experiences.