About the Role
We are seeking an accomplished and energetic CRM Support Team Lead to lead our Microsoft Dynamics CRM support function during a period of maternity leave cover. This is a highly visible leadership role, responsible for overseeing a global, high-volume support organisation and ensuring an exceptional user experience for over 5,000 users of our Microsoft Dynamics platform worldwide.
The successful candidate will drive operational excellence across CRM support, lead and develop a global team, manage complex escalations, and partner closely with product, engineering, and business stakeholders. You will play a critical role in maintaining platform stability, resolving issues quickly and innovatively, and continually improving how our users experience and engage with Dynamics CRM.
Its hybrid working, 4 days in their Edinburgh office, 1 day from home so you need to live within commuting distance.
This is a 50 week contract Inside IR35 (Umbrella).
Key Responsibilities
People Management
Lead, mentor, and develop a globally distributed team of CRM support specialists, fostering a culture of collaboration, accountability, and continuous improvement
Manage workload and resource allocation to ensure effective coverage for global support demands
Escalation & Incident Management
Act as the primary escalation point for complex or high‑impact support issues, ensuring timely, effective resolution
Coordinate with product, engineering, business stakeholders, and Microsoft as required to resolve critical incidents
Communicate incident status and outcomes clearly to senior leadership
Develop, maintain, and continuously improve escalation protocols and incident response plans
Support Operations Leadership
Oversee day‑to‑day CRM support operations, ensuring SLAs and KPIs are consistently met or exceeded
Analyse support metrics, ticket trends, and user feedback to identify opportunities for process improvements, training, and platform enhancements
Drive improvements in support documentation, knowledge bases, and self‑service resources to reduce user friction and increase adoption
Change & Enablement Leadership
Lead change management activities for new releases, major enhancements, and platform migrations
Identify training and knowledge gaps based on support trends and user needs
Create, update, and maintain training materials including documentation, videos, guides, and deliver ongoing functional training sessions
Key Requirements
Extensive experience working with Microsoft Dynamics CRM or comparable enterprise CRM / sales and service enablement platforms
Be experienced in a team leadership or people management role
Proven track record of leading, coaching, and developing high‑performing teams
Demonstrated expertise in escalation management and incident resolution within complex enterprise environments
Strong customer service mindset with the ability to communicate empathetically and effectively with users at all levels
Excellent analytical skills and experience using support metrics and reporting to drive continuous improvement
Exceptional communication and stakeholder management capabilities, including presenting to senior leadership
Experience delivering global programs and driving organisational change
Advanced problem‑solving skills with a proactive, positive, and resilient approach