Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Support Manager leading Trimble Forestry’s remote software support team across Canada and New Zealand. Improving ITIL operations, SLAs, customer resolution, and global service delivery.
Responsibilities
- Lead and unify a front-line support team across Canada and New Zealand
- Create a seamless single-team operating rhythm for global coverage
- Implement ITIL-aligned support practices
- Optimize incident management, queue hygiene, triage quality, and escalation readiness
- Coach, develop, and empower support team members
- Raise operational output, accountability, and customer communication standards
- Establish continuous-improvement routines and analyze incident trends
- Leverage approved AI tools to enhance resolution quality
- Manage daily resourcing, SLA monitoring, and performance tracking
- Ensure consistent service delivery across time zones
- Partner with Tier 2 management, Engineering, and Product teams to drive continuous improvement
Requirements
- 3+ years of hands-on experience in software, customer, or technical support environments
- Proven background in team leadership or progressive lead experience
- Talent for coaching, operational accountability, and process improvement
- Strong operational understanding of incident management, service request handling, ticket triage, and SLA monitoring
- Familiarity with ticketing platforms such as Salesforce or Jira
- Alignment with ITIL framework best practices
- Exceptional written and verbal communication skills
- Track record of effective collaboration across diverse global teams
- Previous direct people management experience in a multi-region or remote software support environment is a bonus
- Formal ITIL certification is a bonus
- Hands-on experience using modern AI tools for knowledge management and ticket resolution optimization is a bonus
Benefits
- Travel requirement: 15%
- Collaborative, supportive team culture
- Opportunity to build a career and drive collective growth
- Empowerment to create impactful strategies
- Values-driven environment centered on Belong, Grow, and Innovate
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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