Customer Support Lead at Jane

📋 Description

• Lead 4–6 Team Captains and their teams to drive performance.
• Coach in real time, navigate escalations, drive improvements.
• Use AI tools like Claude and Fellow to move faster and smarter.
• Partner with Market Specialists, Training, Product to align goals.
• Own operations: queue health, escalations, workflows.
• Foster a feedback-focused culture with accountable engagement.

🎯 Requirements

• 3–5 years progressive leadership in CS or contact centre.
• Frontline experience before stepping into leadership.
• Experience developing team leads or supervisors.
• Highly organized; balance competing priorities.
• Familiar with contact centre software, CRM, Claude and Fellow; HubSpot a plus.
• Clear, empathetic communicator; resolve conflicts under pressure.

🎁 Benefits

• Comprehensive benefits package.
• Remote work across Canada, the US and the UK.
• Regular career development conversations and growth opportunities.
• AI-driven tools and modern tech stack in daily work.
• Collaborative, founder-led, growth-focused culture.
• Salary transparency around compensation discussions.