Remote Customer Support & Help Desk Leader
✦ AI Summary
Company: The Land Administration Company (LAC)Location: Remote (Canada)Salary: CAD $75,000 – $95,000 + BenefitsEmployment Type: Full-TimeWork Authorization: Must be eligible to work in Canada (no visa sponsorship) About The Land Administration Company (LAC) The Land Administratio...
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.
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.
Key Responsibilities
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- 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.
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Requirements
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- 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.
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- Applicants must be legally eligible to work in Canada.Visa sponsorship is not available for this role.
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- If you’re passionate about technical support excellence, leadership, and using technology to create meaningful global change, LAC would love to hear from you.
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