Customer Support Manager (Remote, Canada)

About the role

Trimble Forestry is looking for a Customer Support Manager to lead a front-line support team across Canada and New Zealand. The role shapes operational excellence, champions ITIL practices and builds an accountable, proactive support culture, working closely with Tier 2 management, Engineering and Product teams. It is fully remote, based in British Columbia, with a 5% travel requirement.

Key responsibilities

• Lead and unify a front-line support team across Canada and New Zealand, creating a single-team rhythm for global coverage.
• Implement ITIL-aligned practices to optimise incident management, queue hygiene, triage quality and escalation readiness.
• Coach and develop team members to raise operational output, accountability and customer communication standards.
• Drive continuous improvement through practical routines, incident trend analysis and the use of approved AI tools.
• Manage daily resourcing, SLA monitoring and performance tracking across time zones.

Required profile

• 3+ years of hands-on experience in software, customer or technical support.
• Proven team leadership or progressive lead experience, with a talent for coaching and process improvement.
• Bonus points for direct people management in a multi-region or remote software support environment, and for formal ITIL certification and hands-on use of modern AI tools.

Required skills

• Solid understanding of incident management, service requests, ticket triage and SLA monitoring.
• Familiarity with ticketing platforms such as Salesforce or Jira and alignment with ITIL best practices.
• Strong written and verbal communication and collaboration across global teams.

What we offer

• Salary range of 67,800 to 111,900 CAD per year for a full-time schedule.
• Bonus eligibility.

Candidates apply through the online application form on the posting.