Team Lead, Customer Care

🔥 14 hours ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 CA$85k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ZayZoon

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

💳 Fintech

💰 $13M Debt Financing on 2022-08

Consulting • Healthcare • Fintech

ZayZoon is a financial empowerment platform designed for small to medium-sized businesses (SMBs). It provides Earned Wage Access, allowing employees to withdraw a portion of their earned wages on demand, thereby improving financial wellbeing and reducing stress. This service can help businesses attract more applicants, retain employees, and save on payroll processing costs. Additionally, ZayZoon offers financial wellness solutions, including educational courses and perks, to further support employees' financial health. The platform is known for its easy integration with payroll providers and commitment to data security.

📋 Description

• Lead a team of Customer Care employees focused on customer success and operational KPIs • Monitor customer service performance at agent and team levels • Conduct 1:1s, coaching sessions, team meetings, and provide real-time feedback • Establish and manage individual and team goals and objectives • Assist with reports on support performance and conversation details • Monitor Customer Care queues and assign resources to meet targets • Coordinate and lead new-hire Customer Care training • Own escalated customer communications through resolution • Provide input on holiday, time-off, and day-to-day scheduling • Deliver KPI and metrics projects and continuously improve infrastructure • Collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing • Apply product and industry knowledge to improve operational efficiency across processes, tooling, automation, and outsourcing

🎯 Requirements

• 4+ years of experience in a support environment with inbound communication • 2+ years of people leadership experience with responsibility for managing performance • Process improvement and change management experience • Excellent communication skills and ability to tailor messaging for technical and non-technical audiences • Experience with Intercom, Zendesk, Jira, and HubSpot or similar tools • Ability to work 12:00pm–8:00pm MT • Availability for occasional weekend coverage • Ability to accommodate a 9:00am–5:00pm MT onboarding schedule for the first 4–6 weeks • Primary residence in Canada or the United States • Legal authorization to work in Canada

🏖️ Benefits

• Permanently remote work • Flexible time off with a maximum of 5 weeks vacation • Medical, vision, and dental benefits from the first day for full-time employees • Increased mental health coverage • Wellness stipend • Inclusive parental leave top-up • Earned wage access • Real-time market data for salaries • Supportive culture for lifelong learners • Company-wide bonus program • Meaningful investment in employee growth