Customer Support Team Lead

Summary

Join Jane's Support Team as a Customer Support Team Lead (Team Captain) and lead a team of 8 Drivers, providing coaching, feedback, and growth opportunities. You will support your team by handling complex issues, conducting quality reviews, and fostering open communication. Responsibilities include mentoring, troubleshooting, performance tracking, and managing escalations. The ideal candidate possesses at least 2 years of leadership experience in customer support (calls, chats, emails), strong coaching skills, a customer-obsessed approach, and data-informed decision-making abilities. Jane offers a competitive salary range ($75,000-$105,000) and a commitment to employee growth. More information on benefits is available via a provided link.

Requirements

• 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

Responsibilities

• 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
• Keep your team up to date on Jane’s platform, features, and best practices
• 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

Benefits

Minimum annual salary of $75,000 and maximum annual salary of $ 105,000