Customer Support and Help Desk Leader

Headquarters: Canada URL: https://www.landadmin.com/

Why Work with Us? Innovation at the Core: We utilize leading-edge technologies, allowing you to develop highly sought-after skills in a dynamic, forward-thinking environment. Global Impact: You'll have the opportunity to contribute to meaningful projects that help countries and citizens secure land rights and drive positive societal change. Mission-Driven Work: Be part of a team focused on empowering nations and communities to achieve long-term social, economic, and environmental sustainability. Collaborative Culture: Work alongside best-in-class partners and professionals who are passionate about making an impact and bringing innovative solutions to life. If you're passionate about technology, social change, and working on impactful global projects, we want to hear from you. About the Role: At LAC the Support and Help Desk Leader will establish, own, and continuously improve our scalable support/help desk framework, allowing our current and future customers to receive world-class technical support, regardless of their location. You ll be hands-on initially, supporting our current customers as you develop and document end-to-end processes as we grow. As our support and help desk team grows, you will draw on your experience leading and working in technical help desks to develop our support processes, creating documentation and providing training to train new team members as we expand to new jurisdictions, while also actively supporting customers with their technical problems. This role will collaborate closely with our existing testing team, developers, and technical leadership, and will report to our Director of Operations. This position is 80% hands-on technical work diagnosing and addressing customer support tickets in a complex environment, and 20% establishing our LAC support processes. Please note that we are unable to sponsor work visas of any kind. Compensation & Benefits:

Remote within Canada (our ideal candidate has the flexibility & maturity to manage a schedule that includes occasional virtual and in-person collaboration with teams in British Columbia, India, and Northern Ireland)

$75,000 - $95,000 annual salary

Five weeks of paid PTO annually

Medical & dental benefits

Support for professional development

What you ll be doing&

Diagnosing and resolving help desk tickets and customer support inquiries.

Working with customers to resolve technical issues to satisfaction.

Supporting customers directly in our complex platform and domain with their technical problems and seeing them through to complete resolution and satisfaction.

Providing regular customer support reviews and driving customer meetings, getting feedback, and finding ways to improve support and the product.

Create and update support documentation, runbooks, troubleshooting guides, and knowledge base articles.

As the team grows, you will design and deliver onboarding programs to help desk staff, focusing on platform fundamentals, customer environments, and L3/L4 support protocols.

Manage support tools (ticketing systems, dashboards, analytics) to enable efficient operations (such as help desk responses) and reporting.

Define and monitor support metrics (e.g., response/resolution times, customer satisfaction, backlog health).

Establish support/help desk SLAs and ensure compliance with agreed service levels for all customers.

Act as a steward of support knowledge, conduct regular audits of support documentation and processes, incorporating feedback from teams and customers.

Mentor new hires and junior analysts, accelerating ramp-up and fostering a culture of continuous improvement.

Develop feedback loops to refine support processes, documentation, and training materials.

What you bring&

Experience navigating complex databases, knowledge bases, and content management systems to find and deliver complex technical terms to both a technical and non-technical audience.

Demonstrated strong troubleshooting skills by efficiently diagnosing technical issues, assessing their impact, and delivering effective resolutions to customers in a timely manner.

Working directly with customers in complex technical environments and platforms and being able to get up to speed quickly with complex software solutions in highly nuanced customer domains.

Being able to support those customers and solve their technical issues professionally, efficiently, and to the customers complete satisfaction.

Proven experience in designing, launching, and scaling technical help desks in complex, multi-jurisdictional, international environments.

Strong background in L3/L4 support, incident management, and technical troubleshooting.

Demonstrated success in developing support content, documentation, and training programs for technical teams.

Experience with support tools (ticketing, analytics, knowledge bases) and metrics-driven operations.

Excellent communication, technical writing, and documentation skills, especially in complex domains and platforms.

Ability to work cross-functionally with Product, Engineering, Customer Success, Operations, and Executive Leadership.

Experience onboarding and training teams for new customer environments, especially in regulated or government domains.

Experience in land administration, land management and registration systems or geospatial systems is a strong plus.

Familiarity with agile methodologies, service management frameworks (ITIL, ISO), and cross-functional collaboration.

Ability to work independently and collaboratively in a fast-paced, evolving global environment.

Passion for knowledge sharing, team development, and organizational scalability.

Diversity, Equity & Inclusion We are an equal-opportunity employer and are dedicated to fostering an inclusive and diverse environment for employees from all walks of life. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, or disability. We hire based on talent, and we re excited to hear what you will bring to our team! How to Apply To apply, please submit a resume and cover letter to this website. We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted. If you don t meet all of our requirements exactly or have taken a non-traditional professional path, we still want to hear from you! Use your cover letter to tell us about your unique experience - we strive to build a diverse team and recognize that skills are transferable. Please note that we are unable to support work visas of any kind.

To apply: https://weworkremotely.com/remote-jobs/the-land-administration-company-customer-support-and-help-desk-leader