Remote Customs Operations Supervisor
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At A Glance
Location: Remote (Canada) - we welcome applicants from across the country
Salary Range: $75,000 – $85,000 CAD, based on experience
Work Hours: Monday to Friday, core hours with flexibility by region
Reports To: Manager of Canadian Operations
Team: Canadian Release Team - customs release across all modes of transportation
About the Role
We're looking for a Customs Operations Supervisor to lead the Canadian Release Team at A & A Customs Brokers. This role is responsible for ensuring timely, accurate, and client-focused delivery of customs release services across all modes of transportation. As we shift into an increasingly tech-enabled environment, this role is critical to maintaining high performance while driving efficiency, accountability, and excellent client outcomes.
The ideal candidate is as comfortable solving operational issues as they are coaching team members, managing service quality, and working with industry systems like ITMr4 and Candata alongside modern AI-powered document processing tools.
This role is built to grow. As A & A scales its Canadian operations and leans further into AI-enabled processing, the person who owns this well will have a clear path to broader operational leadership.
Key Responsibilities
- Supervise the day-to-day functions of the Canadian Release Team, ensuring timely and accurate customs entries.
- Ensure client service expectations are met or exceeded, particularly for high-priority or time-sensitive shipments.
- Collaborate closely with the Manager of Canadian Operations on team planning, performance management, and service standards.
- Serve as the first point of escalation for customs or service delivery concerns.
- Own and enforce release and exception-handling workflows, SOPs, and escalation sequences, ensuring consistent adherence across the team.
- Drive release performance against SLA targets - investigate misses, distinguish internal readiness gaps from regulator delays, and report on trends before they affect clients.
- Identify service delivery gaps and lead root-cause investigations, driving corrective actions that measurably improve release cycle times; coach team members with a focus on continuous improvement.
- Help integrate and optimize automation tools, including AI-supported document processing.
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