Customer Support Team Lead - Remote

Overview

Join our mission at Jane to simplify the lives of healthcare practitioners and patients daily. As a remote-first company, we are looking for a Customer Support Team Lead to coach and inspire our support team.

In Short

• Remote position allowing work from anywhere in Canada.
• Lead and develop a team of ~8 customer support representatives.
• Focus on coaching, engagement, and performance management.
• Utilize metrics to drive continuous improvement.
• Foster an inclusive and trusting team culture.
• Handle customer escalations with empathy and urgency.
• Collaborate cross-functionally with other departments.
• Encourage proactive problem-solving within the team.
• Promote a customer-obsessed mindset.
• Adapt to changes and support team members in a remote environment.

Requirements

• 5 years of leadership experience in customer service.
• Strong coaching and mentoring skills.
• Data-driven decision-making abilities.
• Excellent communication skills.
• Proven problem-solving capabilities.
• Experience managing remote teams.
• Ability to navigate ambiguity and drive outcomes.
• Commitment to fostering a positive team culture.
• Passion for delivering exceptional customer experiences.
• Flexibility and resilience in a fast-paced environment.

Benefits

• Flexible work environment.
• Opportunity for professional growth and development.
• Collaborative and supportive team culture.
• Engagement with a community of healthcare providers.
• Participation in company retreats and events.