Remote Customer Care Team Lead

ZayZoon Inc.; Edmonton; Remote; CAD 77,000 - 94,000; Full time

Benefits offered by this job

Permanent remote

5 weeks vacation

Medical benefits

Vision coverage

Parental leave top-up

Earned wage access

Salary data

Lifelong learning

Job summary

ZayZoon is a fully remote company hiring a Customer Care Team Lead to drive KPIs and shape our customer care org across Canada and the U.S. You’ll lead a team, partner with teams across the company, and help embed a customer-first mindset at scale.

You’ll optimize support channels, design training programs, and own escalation processes. This is a pivotal role in delivering exceptional service and supporting ZayZoon’s growth goals.

Qualifications

• 4+ years in a support environment with inbound inquiries.
• 2+ years in people leadership and performance management.
• Experience with process improvement and change management.
• Excellent written and verbal communication for technical and non-technical audiences.
• Experience with Intercom, Zendesk, JIRA, and HubSpot.

Responsibilities

• Lead a team focused on driving customer success to meet KPIs.
• Monitor agent and team performance.
• Provide coaching, 1:1s, and real-time feedback.
• Set individual and team goals and track progress.
• Support scheduling and holiday planning for the team.
• Own escalated customer communications through to resolution.
• Collaborate with Revenue Operations, Customer Success, Product, Sales, and Marketing.
• Drive operational efficiency through processes, tooling, outsourcing, etc.

Skills

Customer support experience

People leadership

Process improvement

Communication skills

Tools

Intercom

Zendesk

JIRA

HubSpot

Job description

ZayZoon is a fully remote company hiring a Customer Care Team Lead to drive KPIs and shape our customer care org across Canada and the U.S. You’ll lead a team, partner with teams across the company, and help embed a customer-first mindset at scale.

You’ll optimize support channels, design training programs, and own escalation processes. This is a pivotal role in delivering exceptional service and supporting ZayZoon’s growth goals.