Customer Support Lead (6-month Contract)

Jane App; Canada; Remote; CAD 75,000 - 105,000; Full time

Job summary

Join a leading company in the healthcare sector as a Customer Support Lead. You will lead a team, enhance customer experiences, and foster a positive work environment while working remotely from anywhere in Canada. This role offers a competitive salary and the opportunity to grow within a supportive team culture.

Qualifications

• 5+ years in customer support leadership.
• Experience with multiple customer support channels.
• Strong data-informed decision-making skills.

Responsibilities

• Lead and support a team of Captains and Drivers.
• Drive performance through data analysis.
• Enhance processes for better customer support.

Skills

Leadership

Customer Support

Data Analysis

Communication

Problem Solving

Tools

CRM Platforms

Help Scout

Talkdesk

Asana

Jira

Job description

Join Our Mission: Help the Helpers with Jane

Let’s kick things off with a quick intro. Jane is a team that’s all about fostering growth, spreading delight, and serving our healthcare community. We’re looking for people who are ready to jump in and join us as we simplify the lives of healthcare practitioners and patients every day.

At Jane, success means collaborating with your team, delivering an aligned result with efficiency and quality, communicating clearly and openly, and embracing continuous improvement. And guess what? Jane is a remote-first company, so every role, including this one, gives you the freedom to work from anywhere in Canada.

About the Role

At Jane, we believe customer support is more than solving problems, it’s about making people feel heard, supported, and empowered. As a Customer Support Lead, you’ll work closely with a group of 4 to 6 Team Captains, each leading their own team of 8 Support Drivers. Your role is to help them thrive as people leaders, grow in their leadership journey, and ensure that our day-to-day operations run smoothly.

You’ll also support meaningful projects that improve how we serve our customers, the team and Jane. You’ll play a key role in fostering a positive work environment, ensuring that our team and our customers feel valued, heard, and celebrated. Your leadership will help us meet our goals and continue to deliver support experiences that feel thoughtful, human, and genuinely helpful.

Learn More About Us

We're founder-led, which means we live our values while maintaining a clear vision for the future. Our product enables the likes of physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments and billing along with an evolving library of features. You can see more of them here.

We're a company that is growing rapidly, and with that comes the challenge of navigating an environment with many moving parts, often without a clear-cut path laid out in front of us. If you're the kind of person who gets a kick out of being resourceful and loves solving problems, we would love to hear from you.

No doubt, Jane's a special place to work. There is autonomy and flexibility to help integrate work into your life in a way that makes sense for you. Need to block out time to pick up the kids? Go for it. That's normal here. And yes, we have a Slack channel for parents, but we've also got channels dedicated to plants, furry friends, food, pride, wellness - you get the idea! While we love to connect virtually, the Jane team also connects in person throughout the year.

We believe in collaboration, humility, and keeping a growth mindset. We're looking for people who can embrace our way of working, which often means being flexible and open to change. So, if after reading this, you feel excited about the opportunity — all in the name of helping those who help others — reach out to us to learn more.

You can also learn more about Jane as a company and a product by checking out our Glassdoor reviews and our Capterra Reviews

If you're excited by our growth, ready to contribute to a challenging yet rewarding environment, and eager to be a disruptor alongside a team of talented individuals, we’d love to hear from you!

The impact you will have

• Lead with heart: Support, coach, and motivate a team of Captains and the Drivers. You’ll foster an environment where people feel trusted, supported, and empowered to lead with clarity and confidence. You’ll champion leadership growth and be a steady partner as your Captains navigate their continuous development.
• Drive performance: Review and analyze team performance metrics to be data-informed and help Captains use this data to coach their teams effectively. You’ll guide them in turning insights into action, coaching to behaviours, and helping their Drivers grow through thoughtful development conversations.
• Be the voice of the customer: Support customer escalations with empathy and urgency, making sure every conversation is handled with ownership and care. You’ll close feedback loops and turn challenges into opportunities for connection and improvement.
• Enhance processes: Collaborate with your team to identify areas where we can improve how we work. You’ll help implement best practices that make support more efficient and more delightful for both the team and our customers.
• Make data-driven decisions: Use customer feedback and support data to spot trends, uncover challenges, and highlight wins. You’ll share insights across the team and help shape strategies that support both performance and growth.
• Collaborate across Jane: Partner with teams like Growth, Marketing, Recruitment, and Product to make sure the support team’s voice is included in company initiatives. You’ll help connect what’s happening on the ground with what’s happening across the business.
• Celebrate success: Uplift your team by recognizing wins big and small, from performance milestones to standout customer moments. You’ll help foster a culture that encourages teamwork and where people feel appreciated, supported, and excited to thrive.

The experience we need

• Experienced in customer support leadership: You’ve led teams in a high-touch customer-centric support environment, ideally across multiple channels like phone, chat, and email, for a minimum of 5 years. You’ve coached people leaders, and know how to support their growth with clarity and care.
• Operationally sharp: You’re organized, steady, and comfortable balancing the day-to-day with longer-term improvements. You’ve led projects, rolled out new processes, and helped teams adapt through change.
• A developer of people: You see leadership development as one of your core strengths. You’ve helped others grow in their roles, stretch into new responsibilities, and find confidence in their voice as leaders. You lead with feedback, empathy, and a genuine belief in helping others thrive.
• Data-informed and action-oriented: You’re confident working with dashboards and performance data to guide decisions and coaching. You use data to inform, not overwhelm, and always look for ways to translate numbers into behaviours and actions.
• A clear and thoughtful communicator: You communicate with empathy and intention, whether you’re supporting a team member, managing an escalation, or working cross-functionally. You know when to listen, when to coach, and when to take the lead.
• Adaptable and grounded: You bring steadiness in the face of change and support your team through it. You’re curious, solutions-focused, and always open to evolving how we work and grow.
• Tech-Savvy: You’ve worked with CRM or support platforms and feel confident learning new tools to enhance the customer experience. Bonus if you’re familiar with Help Scout, Talkdesk, Asana, or Jira.
• People-oriented: You thrive in a people-centric role and have a genuine desire to help others succeed, whether that’s your team or our customers. You are obsessed with team engagement.

**Internally, the role will be titled "Customer Support Team Captain."**

Compensation Expectations for the Role

Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $75,000 and maximum annual salary of $105,000. As you may have noticed, this salary range is quite large, and this is intentional to account for the growth someone will experience in the role throughout their time at Jane (i.e., from building the skills, to accomplished, to highly proficient, all the way to achieving excellence in the role).

Paying clearly is one of our compensation fundamentals to help folks build trust in the compensation process at Jane. To better understand Jane’s compensation fundamentals and how this range is determined, click on this link here for a short video walkthrough of how it all works! We also welcome you to ask as many questions as you’d like about compensation throughout the interview process to ensure you feel confident and build trust through the process.

More information on our benefits can be found here

At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.

We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.

We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.