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About the Role

We are seeking a Customs Operations Supervisor to lead the Canadian Release Team. This role ensures timely, accurate, and client-focused customs release services across all transportation modes, driving efficiency and excellent client outcomes in a tech-enabled environment. The ideal candidate will solve operational issues, coach team members, manage service quality, and utilize industry systems and AI tools. This position offers a clear path to broader operational leadership as the company scales.

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, investigating misses and reporting on trends.
Identify service delivery gaps and lead root-cause investigations, driving corrective actions and coaching team members for continuous improvement.
Help integrate and optimize automation tools, including AI-supported document processing.
Participate in recruitment, onboarding, and professional development of team members.
Support cross-department collaboration, especially with Compliance and Client Services.
Be available after hours as needed to support urgent matters.

Requirements

5+ years of experience in Canadian customs release operations or a related field.
Prior experience supervising or leading a customs processing team.
Working knowledge of PGA/OGD workflows (CFIA, CBSA, PARS/ACI) to accurately diagnose release delays.
Strong analytical and data skills, able to work through transaction-level data to identify trends, root causes, and improvement opportunities.
Strong communication, coaching, and organizational skills.
Ability to work in a fast-paced, remote environment and adapt to evolving workflows.
Familiarity with ITMr4 and Candata is an asset.
Experience with AI-driven document processing tools is an asset.

Skills

Customs release operations
Team supervision
Client service management
Performance management
Service standards
Escalation management
Workflow enforcement
SLA target achievement
Root cause analysis
Continuous improvement
Automation tool integration
AI-supported document processing
Recruitment
Onboarding
Professional development
Cross-departmental collaboration
Analytical skills
Data analysis
Communication skills
Coaching skills
Organizational skills

Location

Remote (Canada)

Work Type

Remote
Full-time

Experience Level

Supervisor
Team Lead

Salary/Compensations

$75,000 – $85,000 CAD

Benefits

Competitive benefits package
Career development
Tuition reimbursement opportunities

About the Company

A & A Customs Brokers is a growing, remote-first customs brokerage moving quickly into AI-enabled operations.
You'll have a direct hand in shaping how a modern release team runs, with real ownership, modern tools, and leadership that invests in people who grow with the company.

Equal Opportunity

A & A Customs Brokers is a fair and equitable employer.
We welcome and encourage applications from all candidates regardless of ethnicity, race, religious beliefs, disability, age, gender identity, or sexual orientation.
We sincerely appreciate every application; only candidates selected for an interview will be contacted.