Support Team Captain
$75,000–$105,000 year
Remote · Canada
Job Summary
Lead a team of ~8 customer support reps, coaching in real time to drive growth and confidence; coach for demos and account setups; identify knowledge gaps and build targeted coaching plans; use CSAT, First Call Resolution, and quality metrics to guide coaching and improvements; foster an inclusive team culture with regular 1:1s and team meetings; manage customer escalations and collaborate with cross-functional teams; stay current on Jane’s features and AI-powered tools (e.g., Claude, Fellow) to help the team deliver expert, care-focused support; remote leadership experience and a growth-oriented mindset are essential to succeed in Jane’s distributed Canadian-based operations.
Required Qualifications
- 5 years of leadership experience in a high-touch customer service environment
- strong coaching and mentoring ability; track record of developing people
- ownership mindset and initiative; ability to drive outcomes for team and customers
- customer-obsessed mindset focused on delivering best-in-class experiences
- data-informed decision making using insights to guide improvements
- clear communicator with experience in 1:1s, team meetings, and cross-team collaboration
- comfort with remote or distributed teams and building connection across distance
- familiarity with AI tools and staying updated on product features
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