Customer Support Manager (ITIL)

Location: Remote, British Columbia, Canada. Travel requirement: 15%.

Company

hirify.global is an industrial technology company developing solutions that connect digital and physical systems, including smart forestry management technologies for the forest supply chain.

What you will do

• Lead and unify a frontline support team across Canada and New Zealand.
• Implement ITIL-aligned incident management, service request handling, ticket triage, queue hygiene, and escalation practices.
• Coach and develop support professionals while strengthening accountability and customer communication.
• Drive continuous improvement through operational routines, incident trend analysis, and approved AI tools.
• Manage daily resourcing, SLA monitoring, and performance tracking across time zones.
• Collaborate with Tier 2 management, Engineering, and Product teams to improve support quality and customer success.

Requirements

• At least 3 years of hands-on experience in software, customer, or technical support environments.
• Experience leading teams or serving in a progressive lead role, including coaching and operational accountability.
• Strong understanding of incident management, service requests, ticket triage, and SLA monitoring.
• Familiarity with Salesforce or Jira and ITIL framework best practices.
• Excellent written and verbal communication skills for collaboration across diverse global teams.

Nice to have

• Direct people management experience in a multi-region or remote software support environment.
• Formal ITIL certification.
• Experience using modern AI tools for knowledge management and ticket resolution optimization.

Culture & Benefits

• Work on technology intended to improve productivity, safety, quality, and sustainability.
• Collaborate with a supportive, purpose-driven team.
• Operate in an environment that values initiative, ownership, and practical innovation.
• Culture centered on belonging, growth, and innovation.