Support Team Captain

The role

You will lead a team of approximately eight customer support reps. You will coach the team, handle customer escalations, and use support metrics to drive continuous improvement.

What you will do

• Lead, grow and coach a team of ~8 customer support reps
• Deliver real-time feedback and structured development using Jane's 4C coaching model
• Coach for demos and account setups
• Identify knowledge gaps and build targeted coaching plans
• Use support metrics to guide coaching and address performance challenges
• Build an inclusive and trusting team culture
• Handle customer escalations with empathy and urgency
• Partner cross-functionally to improve workflows and reduce friction
• Stay up to date on features and AI-powered tools

Required qualifications

• 5 years of leadership experience in a high-touch customer service environment
• Ability to motivate, develop, and retain people
• Ability to use data and insights to inform decisions
• Confident communicator for 1:1s, team meetings, and Slack
• Strong problem-solving skills and sound judgment
• Adaptability and resilience in fast-paced environments
• Experience leading remote or distributed teams

Nice to have

• Comfortable exploring new tools like Claude and other AI assistants

Benefits

• Comprehensive benefits package

About the company

Jane is a founder-led, high-growth SaaS company with a remote-first team working across Canada, the US, and the UK. They build products and tools that thousands of clinics rely on to run their businesses.