[Hiring] Customer Support Team Lead @Janeapp
Apr 05, 2025 - Janeapp is hiring a remote Customer Support Team Lead. đź’¸ Salary: $75,000 - $105,000 annually. đź“ŤLocation: Canada.
Role Description
We’re looking for a Customer Support Team Lead, or as we call them, Team Captain, to coach, empower, and inspire a team of Drivers, our front-line customer support specialists. Our Drivers do more than just answer questions; they provide thoughtful guidance, solve problems proactively, and build relationships with our customers to ensure they get the most out of Jane.
- Lead and mentor a team of ~8 Drivers by providing ongoing coaching, real-time feedback using Jane’s 4C model, and structured growth conversations.
- Foster a culture of trust, inclusivity, and continuous learning through training, career development planning, and curiosity-driven development.
- Support your team by jumping in to assist customers, troubleshoot complex issues, and model exceptional service.
- Encourage proactive problem-solving and help Drivers build confidence in handling tough situations.
- Conduct regular quality reviews to highlight key behaviors, track trends, and identify coaching opportunities.
- Use performance data (e.g. CSAT, FCR, service levels) to develop targeted coaching plans and drive continuous improvement.
- Foster open, transparent communication with your team and across departments.
- Keep Drivers informed about product updates, company changes, and support strategies through regular one-on-ones and team meetings.
- Monitor customer trends through weekly quality reviews, collaborate with cross-functional teams, and ensure Drivers are equipped with accurate, timely information.
- Manage escalations with empathy and urgency while coaching Drivers on effective de-escalation tactics.
- Lead your team through change with adaptability and a solution-oriented mindset, identifying patterns and collaborating cross-functionally to address root causes.
Qualifications
- Minimum of 2 years of leadership supporting a team who does calls, chats and emails to support customers.
- A strong coach and mentor who knows how to motivate, develop, and retain exceptional people.
- A customer-obsessed approach with a passion for delivering a best-in-class experience.
- With a data-informed mindset, you’ll use insights to drive improvements and identify coaching opportunities.
- Outstanding communication skills, and you foster open, honest, and constructive conversations in one-on-ones, team meetings, and Slack.
- Growth mindset, you’re always looking for ways to improve how we work to create better experiences for everyone.
- Adaptability and resilience: you thrive in fast-paced, ever-changing environments.
- Experience leading a remote or distributed team.
- Familiarity with CRM and support tools, Talkdesk, Helpscout, etc.
Requirements
- Internally, the role will be titled "Customer Support Team Captain."
Compensation Expectations for the Role
- This role has a minimum annual salary of $75,000 and maximum annual salary of $105,000.
- This salary range is intentional to account for the growth someone will experience in the role throughout their time at Jane.
Benefits
More information on our benefits can be found here.
Company Description
At Jane, we’re on a mission to make life easier for healthcare practitioners and their patients. Our platform supports clinics with online booking, charting, scheduling, payments, telehealth, and more, helping practitioners focus on care, not admin.
- We’re a remote-first, founder-led company that believes great work happens when people feel trusted, supported, and connected.
- Autonomy and flexibility are a big part of our culture.
- We set a high bar for customer care, problem-solving, and innovation.
- Our vision? More Happier Helpers.
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| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
$75,000 - $105,000 annually
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
