Support Lead

Job Description:

Tracx Systems Ltd. is a dynamic Transportation Management System (TMS) that streamlines and optimizes logistics operations for trucking and freight businesses of all sizes.

We are seeking a driven and customer-obsessed Support Lead to join our team and lead the support operations for our TMS. The Support Lead will be responsible for supervising the day-to-day operations of the support team, driving key metrics (such as customer satisfaction, first contact resolution, response time), coaching and developing team members, managing escalations, collaborating with cross-functional teams (Product, Engineering, Sales, QA) and continuously improving support processes. This role is ideal for someone who thrives in a fast-paced service environment, has strong leadership and communication skills, and is passionate about delivering an outstanding experience for our customers.

Key Responsibilities

• • Lead, mentor, coach, and motivate a team of support specialists/agents to deliver high-quality customer support experiences.
• Monitor and manage team performance using key support metrics: CSAT (Customer Satisfaction), NPS (Net Promoter Score), FCR (First Contact Resolution), average handle time (AHT), ticket backlog, escalation rates, etc.
• Establish operational support workflows, ensure adherence to SLAs, and drive continuous process improvement across the support function.
• Serve as the primary escalation point for complex customer issues, coordinate resolution with other departments and ensure timely closure.
• Identify training needs, develop and deliver training programmes, knowledge-base content, and onboarding for new team members.
• Collaborate with Product, Engineering, QA, Sales/Success teams to share customer feedback, support insights, escalate systemic issues, and help drive product improvements and root-cause elimination.
• Implement and maintain support tools, ticketing systems, metrics dashboards, and knowledge-management practices.
• Foster a customer-centric culture within the team, encouraging ownership, empathy, problem-solving mindset, and continuous learning.
• Provide regular status reports to leadership on support team performance, trends, challenges and improvement plans.
• Manage staffing, scheduling, and resource allocation to ensure adequate coverage and optimal productivity.

Compensation: The expected salary range for this role is between $55,000 and $65,000, depending on experience and qualifications.

Reason for Opening: Backfill

AI is not used to screen, assess, or select applicants for this role.

Business Unit:

Tracx

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.