Customer Support Team Lead

Summary

Join Jane, a remote-first company dedicated to simplifying healthcare for practitioners and patients, as a Customer Support Lead. You will mentor and support a team of 4-6 Team Captains, each leading their own support team. This role involves driving team performance, acting as the voice of the customer, enhancing support processes, making data-driven decisions, collaborating across departments, and celebrating team successes. Jane offers a supportive and inclusive work environment with flexibility and opportunities for growth. The role offers a minimum annual salary of $75,000 and a maximum of $105,000, with a transparent compensation process. More information on benefits can be found via a provided link.

Requirements

• Experienced in customer support leadership: You’ve led teams in a high-touch customer-centric support environment, ideally across multiple channels like phone, chat, and email, for a minimum of 5 years. You’ve coached people leaders, and know how to support their growth with clarity and care
• Operationally sharp: You’re organized, steady, and comfortable balancing the day-to-day with longer-term improvements. You’ve led projects, rolled out new processes, and helped teams adapt through change
• A developer of people: You see leadership development as one of your core strengths. You’ve helped others grow in their roles, stretch into new responsibilities, and find confidence in their voice as leaders. You lead with feedback, empathy, and a genuine belief in helping others thrive
• Data-informed and action-oriented: You’re confident working with dashboards and performance data to guide decisions and coaching. You use data to inform, not overwhelm, and always look for ways to translate numbers into behaviours and actions
• A clear and thoughtful communicator: You communicate with empathy and intention, whether you’re supporting a team member, managing an escalation, or working cross-functionally. You know when to listen, when to coach, and when to take the lead
• Adaptable and grounded: You bring steadiness in the face of change and support your team through it. You’re curious, solutions-focused, and always open to evolving how we work and grow
• Tech-Savvy: You’ve worked with CRM or support platforms and feel confident learning new tools to enhance the customer experience. Bonus if you’re familiar with Help Scout, Talkdesk, Asana, or Jira
• People-oriented: You thrive in a people-centric role and have a genuine desire to help others succeed, whether that’s your team or our customers.  You are obsessed with team engagement

Responsibilities

• Lead with heart: Support, coach, and motivate a team of Captains and the Drivers.  You’ll foster an environment where people feel trusted, supported, and empowered to lead with clarity and confidence. You’ll champion leadership growth and be a steady partner as your Captains navigate their continuous development
• Drive performance: Review and analyze team performance metrics to be data-informed and help Captains use this data to coach their teams effectively. You’ll guide them in turning insights into action, coaching to behaviours, and helping their Drivers grow through thoughtful development conversations
• Be the voice of the customer: Support customer escalations with empathy and urgency, making sure every conversation is handled with ownership and care. You’ll close feedback loops and turn challenges into opportunities for connection and improvement
• Enhance processes: Collaborate with your team to identify areas where we can improve how we work. You’ll help implement best practices that make support more efficient and more delightful for both the team and our customers
• Make data-driven decisions: Use customer feedback and support data to spot trends, uncover challenges, and highlight wins. You’ll share insights across the team and help shape strategies that support both performance and growth
• Collaborate across Jane: Partner with teams like Growth, Marketing, Recruitment, and Product to make sure the support team’s voice is included in company initiatives. You’ll help connect what’s happening on the ground with what’s happening across the business
• Celebrate success: Uplift your team by recognizing wins big and small, from performance milestones to standout customer moments. You’ll help foster a culture that encourages teamwork and where people feel appreciated, supported, and excited to thrive

Benefits

• This role has a minimum annual salary of $75,000 and maximum annual salary of $ 105,000
• More information on our benefits can be found here
• Remote work, flexible hours