Support Team Captain

As a Team Captain, you'll lead a team of around eight customer support reps and play a direct role in shaping their growth, confidence, and day-to-day experience at Jane. You'll be close to the work, coaching in real time, navigating complex customer conversations, and using insights from quality reviews and metrics to help your team continuously improve. Jane is a founder-led, high-growth SaaS company with a remote-first team working across Canada, the US, and the UK.

Responsibilities

Lead, grow, and coach a team of around 8 customer support reps using Jane's 4C coaching model, providing real-time feedback, structured development, and support through tough conversations; Coach the team for demos and account setups; Identify knowledge gaps and trends to build targeted coaching plans, including comfort and curiosity around emerging tools and AI-powered features; Use support metrics (CSAT, First Call Resolution, and Quality) through weekly quality reviews to guide coaching, track progress, and address performance challenges; Build an inclusive and trusting team culture through regular 1:1s and team meetings and keep the team informed on product updates, company direction, and support goals; Lead through change with empathy, clarity, and a calm, solutions-focused approach, advocating for the team and customers across departments; Handle customer escalations with empathy and urgency, offering real-time backup and coaching team members on complex situations; Spot trends in escalations and partner with CS Operations and Content teams to improve workflows and keep information accurate; Stay up to date on Jane's features, workflows, and best practices, including AI-powered tools, and help the team do the same

Requirements

5 years of leadership experience in a high-touch customer service environment; A strong coach and mentor who can motivate, develop, and retain people while holding space for honest feedback and accountability; Takes ownership, initiative, and follows through to drive outcomes; Customer-obsessed mindset focused on a best-in-class experience; Uses data and insights to understand patterns and guide improvements; Confident communicator who fosters open, honest conversations across 1:1s, team meetings, and Slack; Curious, collaborative, and always looking to improve; Strong problem-solving skills and sound judgment; Adaptability and resilience in uncertain or fast-paced environments; Has led remote or distributed teams and can build connection and accountability across distance

Benefits

Comprehensive benefits package