Remote Customer Care Team Lead — Drive KPIs & Coaching

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

Benefits offered by this job

Permanently Remote

Flexible Time Off

Medical, Vision, Dental benefits

Wellness stipend

Parental leave top-up

Job summary

ZayZoon is hiring a Customer Care Team Lead for a fully remote role across Canada and the U.S. You will shape the Customer Care organization, lead a team to reach operational KPIs, and partner cross-functionally to embed a customer-first mindset at scale.

You will work across teams to optimize support channels and contribute to the future of our support strategy, driving process improvements and efficiency. Apply if you’re ready to build, lead, and make a real impact.

Qualifications

• 4+ years in a support environment with inbound communication.
• 2+ years in people leadership managing performance.
• Experience with Intercom, Zendesk, JIRA, and HubSpot.
• Excellent communication tailored for technical and non-technical audiences.

Responsibilities

• Lead a team of Customer Care professionals focused on delivering customer success and achieving KPIs.
• Monitor performance at agent and team levels to drive improvements.
• Provide real-time coaching, 1:1s, and team meetings to support growth.
• Manage team goals and collaborate on scheduling, holidays, and day-to-day planning.
• Own escalated customer communications through to resolution and report on outcomes.
• Support cross-functional projects with Revenue Operations, Customer Success, Product, Sales and Marketing.

Skills

Team leadership

Customer support

Communication

Process improvement

Tools

Intercom

Zendesk

JIRA

HubSpot

Job description

ZayZoon is hiring a Customer Care Team Lead for a fully remote role across Canada and the U.S. You will shape the Customer Care organization, lead a team to reach operational KPIs, and partner cross-functionally to embed a customer-first mindset at scale.

You will work across teams to optimize support channels and contribute to the future of our support strategy, driving process improvements and efficiency. Apply if you’re ready to build, lead, and make a real impact.