Customer Support Team Lead – L1 Operations & Coaching

Cryptio; Remote; CAD 70,000 - 90,000; Full time

Job summary

A fintech company in Canada is seeking a Customer Support Team Lead to oversee day-to-day operations. You will ensure timely and accurate customer support while developing the team. Key responsibilities include managing scheduling, coaching team members and monitoring performance. The ideal candidate has leadership experience, strong organisational skills, and a focus on customer experience. This role offers a chance to shape the customer experience and influence operational improvements.

Benefits

Remote or Hybrid working

25 days paid holiday plus bank holidays

One additional day of annual leave each year

Mental health resources

Family-friendly policies

Fitness and wellness budget

MacBook Pro

$200 home office setup budget

Training and development budget

Qualifications

• Experience leading or coaching customer support teams in a SaaS or fintech environment.
• Strong organisational skills and attention to detail.
• Ability to communicate clearly and empathically.

Responsibilities

• Lead daily operations of the L1 Support team.
• Manage scheduling, prioritisation, and workflow adjustments.
• Run weekly 1:1s and support bi-annual reviews.

Skills

Customer support leadership

Organisational skills

Empathy in communication

Operational mindset

Team development

Tools

Plain

Linear

Notion

Slack

Excel

Job description

A fintech company in Canada is seeking a Customer Support Team Lead to oversee day-to-day operations. You will ensure timely and accurate customer support while developing the team. Key responsibilities include managing scheduling, coaching team members and monitoring performance. The ideal candidate has leadership experience, strong organisational skills, and a focus on customer experience. This role offers a chance to shape the customer experience and influence operational improvements.