Job Description:

Customer Services Manager

Newline | Auctions Division

About Newline

At Newline, we are building something special.

We partner with the global auction community to deliver intuitive, powerful technology that transforms how auctions operate. But what truly sets us apart is not just what we build—it’s how we work together.

Our three-year vision—already actively shared, discussed, and shaped across the business—sets out where we are heading and how we will get there together. It reflects a collaborative approach that is both expected and essential, with meaningful work still to be done.

By 2028, Newline will be recognised as a place where people genuinely thrive: collaborative, supportive, ambitious, and human. Ideas will move quickly, knowledge is shared openly, and success 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.

The Opportunity

We are looking for a Customer Services Manager to lead and evolve our customer support function across the Auctions Division.

This is a high-impact leadership role responsible for shaping the future of customer service at Newline—driving excellence, building a high-performing team, and embedding AI-led innovation at the heart of how we support our customers.

A key focus 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 applied in ways that deliver meaningful, real-world value for both our customers and our teams.

The successful candidate will lead our 1st, 2nd and 3rd line support teams through an exciting period of transformation as we continue our transition to cloud-native solutions. This is an opportunity to define what “exceptional” looks like in a modern, global software business—and then bring it to life.

For the right individual, this role offers a potential pathway to the Senior Leadership Team following successful completion of probation. Progression will be based on demonstrated strategic thinking, hands-on impact, adoption of AI-driven approaches, and the ability to add meaningful value at a leadership level.

AI & Innovation Leadership

• Lead 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 the team to explore, test, and adopt new AI-driven approaches
• Work closely with Product and Technology teams to ensure AI capabilities are aligned with real 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 human, relationship-led service that defines Newline

What You’ll Be Responsible For

Customer Experience & Service Excellence

• Define and deliver a best-in-class customer service proposition aligned with Newline’s vision and values
• Own and continuously improve service levels, ensuring consistent delivery against and beyond agreed SLAs
• Act as a senior escalation point, building trust and resolving complex customer challenges with professionalism and empathy
• Embed a proactive, insight-led approach to customer support, identifying trends and driving improvements across the wider business

Leadership & Team Development

• Lead, inspire, and develop a multi-layered support team across geographies
• Create an environment where people feel supported, motivated, and able to do their best work
• Champion a culture of collaboration, openness, and shared success
• Invest in training, coaching, and career development—helping individuals grow and progress

Transformation & Change

• Lead the customer support function through the transition from on-premise to cloud-native solutions
• Build confidence and capability within the team through structured upskilling and recruitment
• Embrace new technologies, including AI-driven tools, to enhance service delivery and efficiency
• Bring clarity and stability in a changing environment

Operational Excellence

• Ensure effective resource planning to meet current and future business needs
• Develop and refine processes, policies, and systems that support scalable, high-quality service delivery
• Work closely with Product, Sales, and Marketing teams to align customer support with wider business goals
• Introduce reporting and analytics to drive performance, insight, and continuous improvement

What We’re Looking For

This role is about more than operational delivery—it’s about leadership, culture, and impact.

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 develop others
• Thrives in a collaborative environment and actively contributes to a positive team culture
• Is comfortable navigating change and ambiguity, bringing others along on the journey
• 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 the team and shape the department’s evolution

Experience in software, SaaS, 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 believe in:

• Putting people first – supporting each other to succeed
• Collaboration – working openly and sharing knowledge freely
• Innovation – challenging ourselves and continuously improving
• Long-term thinking – building careers, relationships, and solutions that last

This is a place where individuals are trusted, supported, and encouraged to grow. A place where effort is recognised, ideas are welcomed, and success is shared.

Why This Role Matters

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 point of sale process. This role plays a critical part in delivering on that promise—ensuring every interaction reflects our commitment to being trusted, proactive, and genuinely helpful.

You will have the opportunity to shape how Newline supports its customers globally, influence how teams work together, and contribute directly to the continued growth and success 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 point of sale process which can be pressurised
• A collaborative, supportive, and forward-thinking environment
• The opportunity to lead and shape a critical function within the business
• Real ownership and the ability to make a meaningful impact

If you are someone who cares deeply about people, takes pride in delivering exceptional service, and is excited by the opportunity to lead through growth and change, this role offers a genuinely rewarding next step.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision 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, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ 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, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

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