Customer Support Manager

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Trimble Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

📦 Logistics

🏭 Manufacturing

💼 Consulting

💰 Post-IPO Debt on 2022-12

Logistics • Manufacturing • Consulting

Trimble Inc. is a technology company that provides advanced solutions across various sectors including construction, transportation, geospatial, and natural resources. They empower industries to improve efficiency and profitability by leveraging real-time data insights, innovative software, and precise hardware. Trimble's solutions are used by millions of professionals globally, helping them to collaborate effectively and manage complex workflows, ultimately transforming how work gets done in diverse environments.

📋 Description

• 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