Remote Customer Support & Help Desk Leader

Job Description

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Company: The Land Administration Company (LAC)
Location: Remote (Canada)
Salary: CAD $75,000 – $95,000 + Benefits
Employment Type: Full-Time
Work Authorization: Must be eligible to work in Canada (no visa sponsorship)

About The Land Administration Company (LAC)

The Land Administration Company (LAC) is a Canadian-owned organization delivering world-class land administration systems to governments across the globe. Our solutions help secure land rights, reduce poverty, and support sustainable social, economic, and environmental development.

We are seeking a Customer Support & Help Desk Leader to build, lead, and scale our global support operations while providing hands-on technical expertise in complex customer environments.

Role Overview

This role combines technical leadership with hands-on support delivery. You will own the customer support framework end-to-end—resolving advanced technical issues, defining scalable processes, and mentoring a growing support team.

Key Responsibilities

• Diagnose, manage, and resolve customer support and help desk tickets.
• Provide L3/L4 technical support across a complex software platform.
• Design and implement scalable support processes, SLAs, KPIs, and reporting frameworks.
• Develop and maintain support documentation, runbooks, and training materials.
• Collaborate closely with Product, Engineering, QA, and Operations teams.
• Train, mentor, and onboard new support team members as the organization scales.
• Improve incident management, root-cause analysis, and customer satisfaction outcomes.

Required Qualifications

• Proven experience leading and scaling technical help desk or customer support teams.
• Strong hands-on troubleshooting skills in complex technical environments.
• Background in L3/L4 support, incident management, and technical documentation.
• Excellent written and verbal communication skills.
• Experience supporting regulated, government, or multi-jurisdictional systems.
• Ability to balance customer advocacy with technical and operational constraints.

Nice to Have

• Experience with land administration, geospatial systems, or registry platforms.
• Exposure to public-sector digital transformation or large-scale government systems.

Why Join LAC?

• Mission-driven work with measurable global impact.
• Remote-first role within Canada.
• Five (5) weeks paid vacation annually.
• Comprehensive medical and dental benefits.
• Ongoing professional development support.
• Collaborative, purpose-driven, and values-led team culture.

Eligibility Note

Applicants must be legally eligible to work in Canada.
Visa sponsorship is not available for this role.

If you’re passionate about technical support excellence, leadership, and using technology to create meaningful global change, LAC would love to hear from you.