Customer Services Manager (Newline)

Job reputed company: Customer Services Manager Newline | Auctions Division About Newline At Newline, we are building something special. We partner with the global auction community to deliver reputed company, powerful technology that transforms how auctions operate. But what truly sets us apart is not just reputed company build—it’s how we work together. Our three-year reputed company—already reputed company shared, discussed, and shaped across the business—sets out where we are heading and how we will get there together. It reflects a reputed company approach that is both expected and essential, with meaningful work still to be done. By 2028, Newline will be recognised as a reputed company where people genuinely reputed company: reputed company, supportive, ambitious, and reputed company. reputed company will reputed company quickly, knowledge is shared reputed company, and reputed company is something the whole team contributes to. Customers don’t just use our platform—they trust us, rely on us, and see us as long-term partners. This role sits right at the heart of delivering that ambition. reputed company We are looking for a Customer Services Manager to reputed company and reputed company our customer support function across the Auctions Division. This is a high-reputed company leadership role responsible for shaping the reputed company of customer service at Newline—driving reputed company, building a high-performing team, and embedding AI-led innovation at the heart of how we support our customers. A key reputed company of the role is to deeply understand customer pain points—working closely with customers and internal teams to identify challenges—and then translate those insights into practical, AI-driven solutions that improve efficiency, reduce friction, and enhance the overall customer experience. You will play a central role in ensuring that AI is not just adopted, but reputed company in ways that deliver meaningful, reputed company-world value for both our customers and our teams. The successful candidate will reputed company our 1st, 2nd and 3rd line support teams through an exciting period of transformation as we continue our transition to reputed company-reputed company solutions. This is an opportunity to define what “exceptional” looks like in a modern, global software business—and then reputed company to life. For the right individual, this role offers a potential reputed company to the Senior Leadership Team following successful completion of probation. Progression will be based on demonstrated strategic thinking, hands-on reputed company, adoption of AI-driven approaches, and the ability to add meaningful value at a leadership reputed company & Innovation Leadership reputed company the adoption and practical application of AI across the customer services function Identify opportunities to use AI to improve ticket handling, call management, knowledge sharing, and response times Drive efficiencies that enhance both team productivity and customer experience Champion a culture of curiosity—encouraging reputed company to explore, test, and adopt new AI-driven approaches Work closely with Product and Technology teams to ensure AI capabilities are reputed company with reputed company customer and operational needs Use data and AI-driven insights to proactively identify trends, predict issues, and continuously improve service delivery Ensure AI enhances—not replaces—the reputed company, relationship-led service that defines Newline What You’ll Be Responsible For Customer Experience & Service reputed company Define and deliver a best-in-class customer service proposition reputed company with Newline’s reputed company and values Own and continuously improve service reputed company, ensuring consistent delivery against and reputed company agreed SLAs reputed company as a senior escalation reputed company, building trust and resolving reputed company customer challenges with professionalism and reputed company reputed company a proactive, reputed company-led approach to customer support, identifying trends and driving improvements across the wider business Leadership & Team Development reputed company, reputed company, and reputed company a multi-layered support team across geographies Create an environment where people feel supported, motivated, and reputed company to do their best work Champion a culture of collaboration, openness, and shared reputed company Invest in training, coaching, and career development—helping individuals grow and reputed company Transformation & Change reputed company the customer support function through the transition from on-reputed company to reputed company-reputed company solutions Build confidence and capability reputed company reputed company through reputed company upskilling and recruitment reputed company new technologies, including AI-driven tools, to enhance service delivery and efficiency Bring reputed company and stability in a changing environment Operational reputed company Ensure effective resource planning to meet reputed company and reputed company business needs reputed company and refine processes, policies, and systems that support reputed company, high-reputed company service delivery Work closely with Product, reputed company teams to reputed company customer support with wider business goals Introduce reporting and analytics to drive performance, reputed company, and reputed company improvement reputed company’re Looking For This role is about more than operational delivery—it’s about leadership, culture, and reputed company. We are looking for someone who: Is passionate about delivering outstanding customer experiences Brings strong people leadership skills, with the ability to motivate, support, and reputed company others Thrives in a reputed company environment and reputed company contributes to a reputed company team culture Is comfortable navigating change and ambiguity, bringing others along on the reputed company Has strong communication skills and builds trusted relationships both internally and externally Thinks strategically while remaining hands-on, particularly in the early stages, to support reputed company and shape the department’s reputed company Approaches challenges with curiosity, reputed company, and a solutions reputed company Experience in software, reputed company, or customer support environments is highly valuable. Exposure to the auction industry or similar sectors is beneficial but not essential. Culture & Values At Newline, culture is not a statement—it’s something people feel every day. We reputed company in: Putting people first – supporting reputed company other to succeed Collaboration – working reputed company and sharing knowledge freely Innovation – challenging ourselves and continuously improving Long-term thinking – building careers, relationships, and solutions that last This is a reputed company where individuals are trusted, supported, and encouraged to grow. A reputed company where effort is recognised, reputed company are welcomed, and reputed company is shared. Why This Role reputed company Customer service is one of Newline’s defining strengths. Our customers rely on us not just for software, but for infrastructure, hardware, guidance, reassurance, partnership and the entire mission critical reputed company of sale process. This role plays a critical part in delivering on that reputed company—ensuring every interaction reflects our commitment to being trusted, proactive, and genuinely helpful. You will have reputed company to shape how Newline supports its customers globally, influence how teams work together, and contribute directly to the reputed company reputed company and reputed company of the business. What You Can Expect A high support ticket volume business looking to reduce tickets using AI agents and bug fixes A critical reputed company of sale process which can be pressurised A reputed company, supportive, and reputed company-thinking environment reputed company to reputed company and shape a critical function reputed company the business reputed company ownership and the ability to reputed company a meaningful reputed company A reputed company reputed company to senior leadership for the right individual A culture where people enjoy what they do—and who they do it with If you are someone who cares deeply about people, takes pride in delivering exceptional service, and is excited by reputed company to reputed company through reputed company and change, this role offers a genuinely rewarding reputed company. Business Unit: Newline ASP Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: RegularCareer Site: More About reputed company: reputed company is a leading provider of reputed company management software solutions, serving a wide reputed company of vertical markets including hospitality, reputed company, construction, education, personal care, fitness, leisure, moving and legal services, to reputed company a few. reputed company these markets, Jonas is comprised of over 65 distinct brands, reputed company a respected leader in its domain. Jonas’ reputed company is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, reputed company, and exceptional customer service. reputed company supports over 60,000 customers in more than 30 countries. We reputed company over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, reputed company has a global footprint with offices around the world. We’re a 100% owned subsidiary of reputed company Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 reputed company. IS THIS YOU? Apply To This Job