Team Lead, Customer Care
Z
ZayZoonFinancial Services
We’re fully remote and hire across Canada and the U.S.Full-TimeLead
SalaryCA$85K; CA$85K • CA$15.5K Bonus
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Job Details
- Experience
- 4+ years of experience in a support environment; 2+ years of people leadership experience
- Required Skills
- JiraChange ManagementHubSpotZendeskProcess improvementCustomer support
Requirements
- 4+ years of experience in a support environment with inbound communication.
- 2+ years of people leadership experience managing performance.
- Proven experience with process improvement and change management.
- Excellent communication skills with the ability to tailor messaging for technical and non-technical audiences.
- Proficiency with support tools such as Intercom, Zendesk, JIRA, and HubSpot or similar.
- Ability to work effectively in a fully remote environment.
- Strong analytical skills for report creation and performance monitoring.
- Deep product and industry knowledge to drive operational efficiency.
Responsibilities
- Lead a team of Customer Care individuals to drive customer success and operational KPIs.
- Monitor customer service performance at the agent and team levels.
- Coach, mentor, and provide real-time feedback to team members through 1:1s and meetings.
- Establish and track individual and team goals.
- Manage scheduling, including holidays, time off, and day-to-day operations.
- Handle escalated customer communications through to resolution.
- Coordinate and lead new hire training for the Customer Care department.
- Collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing.
- Identify and execute projects to improve support processes, tooling, and automation.
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